What you'll be responsible for?

<ul>
<li>Provide support to internal / external customers while adhering to the set SLA parameters.</li>
</ul>

<ul>
<li>Facilitate calls with customers to explain/resolve/address the issues raised to technical support team</li>
</ul>

<ul>
<li>Perform initial troubleshooting, do analysis, test service flows to resolve customer’s concerns</li>
</ul>

<ul>
<li>Collaborate / coordinate with backend teams in identifying / resolving customerissues.</li>
</ul>

<ul>
<li>Capture and document all queries / concerns via the ticketing tool / email/ calls.</li>
</ul>

<ul>
<li>Responding to customers via various communication channels and to provide timely revert / updates / notifications.</li>
</ul>

<ul>
<li>Share periodic updates and feedbacks on regular basis.</li>
</ul>

<ul>
<li>Maintain regular tracker(s) and publish reports to allstakeholders.</li>
</ul>

<ul>
<li>Ensure 100% adherence to team’s and organizational processes.</li>
</ul>

<ul>
<li>Time Management</li>
</ul>

<ul>
<li>Ticket management</li>
</ul>

<ul>
<li>Customer response and engagement</li>
</ul>

<ul>
<li>Cross-functional communication and coordination</li>
</ul>

<ul>
<li>Compliance and SOPs</li>
</ul>

<h3>Qualification and other skills</h3>

<ul>
<li>Graduate or Post graduate (B.E/B.Tech)</li>
</ul>

<h3>What you'd have?</h3>

<ul>
<li>2 to 5 years of experience, preferably in Telecom Domain</li>
</ul>

<ul>
<li>Excellent communication (written &amp; verbal) and interpersonalskills</li>
</ul>

<ul>
<li>Basic knowledge of Linux, MySql, Oracle, Phoenix and Hive</li>
</ul>

<ul>
<li>Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions</li>
</ul>

<ul>
<li>Proactive, self-motivated and should be a team player</li>
</ul>

<ul>
<li>Flexible to work in 24x7 environment</li>
</ul>

<ul>
<li>Ability to plan and organize</li>
</ul>

TECHNICAL SUPPORT ENGINEER in Hyderabad (UID-8493)

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Job Description for TECHNICAL SUPPORT ENGINEER

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