About Us Exotel is a leading cloud communication platform that enables businesses to build better customer relationships through voice and messaging solutions. Our platform empowers organizations to connect with their customers seamlessly, driving improved communication and enhanced customer experiences. Location: Bangalore What will you do? Research and identify solutions to software and hardware issuesDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to understand the root of the problem quicklyTrack computer system issues through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clients What are we looking for? The following are the important eligibility requirements for this Job:Good understanding of computer systems, mobile devices, and other tech productsAbility to diagnose and troubleshoot basic technical issuesBasic knowledge of Python, Java, and SDLCBasic knowledge of APIsFamiliar with tools like SFDC, Freshdesk, Postman, and GITExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalBachelor’s degree in Information Technology, Computer Science, or relevant field.Excellent communication and interpersonal abilities.Ability to work effectively in a fast-paced environment and collaborate with cross-functional teams.Works in rotational shifts.Experience of 6 months to 2 years in relevant roles. If you meet the above criteria and are passionate about leveraging technology to drive impactful solutions, we encourage you to apply for the position of Product Support Engineer at Exotel.
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