Exotel is the emerging market’s leading full stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel’s cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of a communication APIs, Ameyo’s omnichannel contact centre (merger), and Cogno AI‘s conversational AI platform (acquisition) over the cloud. They’re a $100 million Series D funded company with $60 million in ARR.

• Our application runs on Linux and tech stack is built on Java. We use PostgreSQL as data stores.

• We emphasize a lot on learning new tools and technologies.

• We strive to bring the  best in class customers’ experience.

In this role you will?

• Need to have a good understanding of  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 to a logical conclusion along with the RCA

• Stay in the forefront of customer communications to address issues

• Have to have a thorough understanding of ECC  Product, features and use cases.

• Learn ECC "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"

• Identify repetitive tasks and improve support efficiency by continuous automation.

• Develop expertise on newer technologies K8s, Kafka, Redis, Citus etc. to help roll out XTRM to ECC customers.

What makes you fit?

Must-haves

• A passionate problem solver (B.Tech./ BSc or equivalent) with 2-4 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