Karix+Tanla -Technical support

Job Responsibilities :

• Provide support to internal / external customer while adhering to the set SLA parameters.
• Carryout initial troubleshooting, replicate, test and resolve incidents that were logged by customers.
• Monitor key accounts’ performance and take proactive measures . 
•  Ensure apt utilization of platform resources with optimum performance outputs.
• Collaborate / coordinate with other teams in identifying / resolving customer issues.
• Capture and document all queries / concerns via the ticketing tool / email / other availabl e means. 
•  Responding to customers via various communication channels and to provide timely revert / updates /

Notifications.

• Maintain regular tracker(s) and publish reports to all stakeholders.
•  Ensure 100% adherence to team’s and organizational processes.
•  Time accounting
•  Ticket management
•  Customer response and engagement
• Cross - functional communication and coordination
• Compliance and SOPsQualification and Experience:
•  Graduate or Post graduate (B.E/B.Tech)
•  0 - 3 years of experience, preferably in Telecom Domain

Knowledge and Skills:

•  Excellent communication (written & verbal) and interpersonal skills
• Basic knowledge of Linux, MySql, Oracle, Phoenix and Hive
•  Analytical mindset to solve issues with focus on client/customer requirement with an ability to take
• independent decisions
• Proactive, self - motivated and should be a team player
•  Flexible to work in 24x7 environment - Ability to plan and organize