Product Support Engineer

• Manage large amounts of incoming calls.
• Maintaining a healthy relationship with the existing vendors and generating new leads for vendor onboarding.
• Develop a rapport with customers, demonstrating a friendly and helpful manner to put them at ease.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Provide troubleshooting assistance for customer orders, account statuses and relevant problems

MySQL Database Developer

Strong development knowledge in DB Design & development with 6+ Years’ to 10 Years experience (MySQL DB) – Mandatory

Strong hands on writing complex PGSQL, procedure and Functions & prevent blocking and Deadlocks

Conduct SQL objects code review & Performance tuning(Mandatory)

having hands on Microsoft SQL and Postgres DB is anadvantage.

Strong knowledge in RDBMS and NoSQL Concept with strong logical thinking and solutions

Expert in transaction databases (OLTP) and ACID property with handling large scale application databases

Job Description:

1. Install, configure, and troubleshoot desktop hardware, software, and peripherals for

end-users.

2. Respond to support tickets and service requests in a timely and efficient manner, providing

effective solutions.

3. Diagnose and resolve hardware and software issues related to desktops, laptops, printers,

and other peripherals.

4. Collaborate with other IT teams to ensure seamless integration of desktop systems with

the overall IT infrastructure.

5. Maintain inventory records of desktop equipment and ensure timely procurement of new

hardware and software.

6. Perform regular maintenance and updates on desktop systems to ensure optimal

performance and security.

7. Assist in the implementation of IT policies and security measures to safeguard desktop

systems and data.

8. Provide end-user training on hardware and software usage to enhance their productivity

and technical skills.

9. Document technical procedures, troubleshooting steps, and knowledge base articles for

future reference.

10.Stay informed about the latest trends and advancements in desktop technologies to

improve support services.

Requirements:

1. Proven experience as a Desktop Engineer or in a similar technical support role.

2. Strong knowledge of desktop operating systems (Windows and macOS) and standard

software applications.

3. Proficiency in hardware troubleshooting and problem-solving for desktop-related issues.

4. Familiarity with network connectivity and basic understanding of IT infrastructure

components.

5. Excellent communication and interpersonal skills to interact with end-users in a friendly

and in a professional manner.

6. Ability to work independently and handle multiple tasks simultaneously.

7. A proactive and customer-focused approach to delivering high-quality support services.

ABOUT THE ROLE

We are looking for young dynamic individuals in the role of Operation and product support, who will be part of our Support Team in Hyderabad. The job will need a fair amount of technical knowledge about Web SaaS portals.

Job Responsibilities:

• Attend inquiries and resolve product or service problems by clarifying the customer's complaint via, email, online chat, helpDesk etc.
• Provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Suggest or inform customers about the best practices. Identify and assess customers’ needs to achieve satisfaction by going the extra mile to engage customers.
• A certain degree of creativity, latitude, and problem- solving is required
• Coordinate with cross-functional teams to achieve the
• highest level of customer satisfaction.
• Streamline and expedite operational tasks, including inbound and outbound marketing.
• Follow communication procedures, guidelines, and policies.

REQUIREMENTS

• Experience of 1 year in customer service role handling customer support/technical queries.
• Excellent oral and written communication and people interaction skills.
• Hands-on experience with ticketing software like Freshdesk/Freshchat.
• Good analytical skills with active listening and attention to detail.
• Ability to multi-task, prioritize and manage time effectively.
• Work independently and own the raised matter till closure.
• Work experience in SAAS companies is an added advantage 

Support at Exotel is different. The goal is not just to deliver help to our customers, but to deliver happiness. It's not the same questions over and over again, and often involves researching/understanding the business side of how companies use our platform to build their communication applications and help accordingly.

Providing time-sensitive help to meet the customer’s needs during each interaction is of utmost importance.

Exotel is one of Southeast 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, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew  from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story https://2018.exotel.com/">here.

Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA’s are met consistently. In this role, you will be working with internal and external stakeholders with high level of ownership on your deliverables with customer first approach.

• You're empathetic to customers and can easily put yourself in their shoes. You listen and understand well. You’re smart and know that not everyone comes with the same skill sets and help people whether they are technically inclined or not. Your job is to make the customer feel empowered and happy after each interaction.
• You love solving problems and have the ability to provide solutions to technical problems that customers face. You never give up when you don't know the answer right away.
• You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
• You write well. You know exactly what word or punctuation to use based on the context.
• As we are an API driven company, you either know how applications are built using APIs or have a keen interest to learn.

• You want to be an enabler for business success with an appetite for steep learning.
• You enjoy mentoring and coaching teams, take pride in teams success.
• You enjoy solving problems and thrive for excellence

• You’ll be our Product Champ in all areas. Providing solutions to different problems of clients by taking help of different internal tools, coordinating with Tech Support (this is one team with whom you’ll be working the most), Network operations, Customer Success, Product and Finance teams.
• You'll work one-on-one with customers, helping them to get the most out of Exotel. You might wing unplanned Skype calls and live screen-shares apart from answering phone calls and responding to emails.
• Ensure that all the related notes/ call comments are properly documented and suitable information is provided to clients.
• Maintain our https://support.exotel.in/support/home" target="_blank">knowledge base site. Write, edit and help create content whenever necessary.
• We work 24*7, considering we now are expanding geographically. We expect you to be comfortable working in rotational shifts (you’ll be working from home during nights and over weekends, though)

This person MUST have:

• BE Computer Science or equivalent
• Cloud app development experience.
• Strong Troubleshooting and debugging skills
• A strong passion for writing simple, clean, and efficient code.

• 3 years of experience with the Django framework and other backend technologies.
• Knowledge of NodeJS
• Experience with building, modifying, and extending API endpoints (REST or GraphQL) for data retrieval and persistence.
• Understand how to use a database like Postgres (preferred choice), SQLite, MongoDB, MySQL.
• Experience creating high-performance applications.
• Experience with messaging and broker tools - Rabbitmq, MQTT
• Experience with SQL and NoSQL databases
• Experience with the full software development life cycle, including requirements collection, design, implementation, testing, and operational support.
• Knowledge of web services
• Proficient understanding of code versioning tools Git.
• Hands-on experience deploying and managing infrastructure with CloudFormation/Terraform
• Experience managing AWS infrastructure.
• Hands-on experience in Linux environment.
• Basic understanding of Kubernetes/Docker orchestration.
• Manges existing infrastructure/Pipelines/Engineering tools (On-Prem or  AWS) for the engineering team (Build servers/Jenkins nodes etc.)
• Experience with scrum or other agile software development methodology.
• Excellent verbal and written communication, teamwork, decision making and
• influencing skills.
• Handle customer calls/emails regarding technical issues for end-users.
• Strong communication skills
• Attention to detail.

Experience:

• Min 3 year experience

Location:

• Ahmedabad Office Or,
• Work from home

Timings:

• 40 hours a week with a rotational shift every month.

• Meeting with project managers to determine CRM needs.
• Developing customized solutions within the Salesforce platform.
• Designing, coding, and implementing Salesforce applications.
• Creating timelines and development goals.
• Testing the stability and functionality of the application.
• Troubleshooting and fixing bugs.
• Maintaining the security and integrity of the application software.
• Bachelor’s degree in computer science or any other field.
• Previous work experience with application and development.
• Experience developing customer-facing interfaces.
• Advanced knowledge of Salesforce CRM platforms.
• Proficient in salesforce admin/development, MYSQL, Apex, JavaScript, Native, and Visual Force, LWC.
• Should have 3+ years of experience in salesforce.
• Good communication skills.
• Ability to problem solve high-level software and application issues.
• Ability to project manage.