Exotel

Exotel is one of Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, ICICI, IDFC, Redbus, Flipkart, Quikr, Practo, Lazada, Redmart, etc. to name a few. We are a 9-year-old company with humble beginnings. We started as a 3-member team. Currently, we are a 120-member team catering to over 3000 customers across the globe. Our technology has connected over 400 million people across the world and powered over 10 billion conversations. Read our growth story here.

Job Role: 

• In Depth Analysis and resolution of customer tickets 
• Simulate Customer Issues to find solutions and fixes to customer Issues /Enquiries
• Gaining thorough understanding of Exotel Products - Be a champion of Exotel-specific tools and troubleshooting procedure 
• Collaborate, work alongside and build mutually beneficial relationships with other teams (Customer Happiness, Customer Success, Sales, Product, Engineering). 
• "Be Curious" all the time to "keep exploring" newer and better ways to resolve customer Issues.

Skills: 

• Should have an engineering / BSc / equivalent degree with 0 - 2 years of relevant work experience
• Able to work independently and efficiently to meet deadlines and SLAs.
• Able to promptly answer & support-related phone calls, chat & emails 
• Willing to work in shifts - Self-motivated, detail-oriented and organized. 
• Ability to analyse, research and solve highly technical and unique problems. 
• Excellent communication & troubleshooting skills. 
• A good command of Linux CLI tools 
• Good in writing sql queries 
• Good in at least one scripting language like PHP, Python