KCS Group

Technical Support Engineer   




  Tanla Platforms Limited is looking for Technical Support Engineer



Job Description

Candidate must be a Graduate or Post Graduate (B.E/B .Tech) with 2 to 5 years of experience, preferably in Telecom Domain
Analytical mindset to solve issues with focus on client/ customer requirement with an ability to take independent decisions
Excellent communication (written & verbal) and interpersonal skills
Basic knowledge of Linux, MySql, Oracle, Phoenix and Hive
Proactive, self-motivated and should be a team player
Flexible to work in 24x7 environment
Ability to plan and organize

Job Responsibilities-

Provide support to internal/ external customers while adhering to the set SLA parameters.
Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns
Collaborate/ coordinate with backend teams in identifying / resolving customer issues.
Capture and document all queries/ concerns via the ticketing tool/ email/ calls.
Responding to customers via various communication channels and to provide timely revert/ updates/ notifications.
Share periodic updates and feedbacks on regular basis.

Maintain regular tracker(s) and publish reports to all stakeholders.
Ensure 100% adherence to team s and organizational processes.
Time Management
Ticket management
Customer response and engagement
Cross-functional communication and coordination
Compliance and SOPs
 

Work Experience

2 to 5 Years

Level

 Junior - Executive, Assistant 


Job Function
IT-Software, Desktop Support


Vacancies
Not Specified 


Industry
IT-Software 


Job Location
Hyderabad, Bangalore, India 


Educational Qualification
B.E./B.Tech, MCA/PGDCA, B.Sc, BCA/BCS


Salary
Not Specified


Key Skills
Technical Support, IT Helpdesk, Software Support, L1 Support, Application Support


Company Info
Tanla Platforms Limited transforms the way the world collaborates and communicates through innovative CPaaS solutions. Founded in 1999, it was the first company to develop and deploy A2P SMSC in India. Today, as one of the world s largest CPaaS players, Tanla enables communication between enterprises and their customers through multiple channels including SMS, Voice, email, RCS, OTTs such as WhatsApp, FB messenger, and push notifications. Tanla processes more than 800 billion interactions annually and about 70% of India s A2P SMS traffic is processed through its distributed ledger platform-Trubloq, making it the world s largest Blockchain use case. Tanla touches over a billion lives carrying mission critical messages meeting the needs of the world s largest enterprises in telecom, retail, BFSI and media by adopting cutting-edge technologies like blockchain, Artificial Intelligence, Machine Learning to name a few. Tanla Platforms Limited is headquartered in Hyderabad, India and is expanding its presence globally. Tanla shares are traded on the Bombay Stock Exchange & National Stock Exchange.
 


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