Product Support Engineer - Thane - confidential

    confidential
    confidential Thane

    6 days ago

    Full time
    Description

    In this role you will

    • Need to have a thorough understanding of Ameyo Contact Center Product and its features
    • Respond to customer inquiries and technical problems through call, ticketing and chat systems.
    • Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enquiries
    • Understanding the coverage/impact of an issue
    • Take ownership of customer issues through to resolution - including troubleshooting, internal communication and take them towards logical conclusion along with the RCA
    • Stay in the forefront of customer communications to address issues
    • Have to have a thorough understanding of Ameyo Product, features and use cases.
    • Learn Ameyo 'New product/feature' releases and master them quickly.
    • 'Be Curious' all the time to 'keep exploring' newer and better ways to create 'Awesome customer experience'

    What makes you fit

    Must-haves

    • A passionate problem solver (B.Tech./ BSc or equivalent) with 1-2 years of overall work experience in tech/product support.
    • A very good understanding and experience in Product Support role with a high-tech product/services (Linux/Databases/Networking) company. 
    • Able to work independently and efficiently to meet deadlines and SLAs.
    • Able to promptly answer support-related phone calls, chat & emails.
    • Willingness to work in follow the sun (24x7) model.
    • A good command of Linux CLI tools with knowledge and troubleshooting skills on Linux, networking etc.
    • Hands-on on database and sql, good in writing sql queries 
    • Ability to analyze, research and solve highly technical and unique problems.
    • Excellent verbal and written communication skills.
    • Self-motivated, detail-oriented and organized.

    Good-to-haves

    • SIP/VOIP Understanding.
    • Contact center domain experience

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