A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems and software and following standard procedures to escalate unresolved issues to appropriate internal/ external stakeholders. This role requires a passionate, collaborative, and solution-oriented approach and is critical to the success of the company. You will work directly with the NOC, Sales, and Technical Teams and serve as the first point of contact for the customers and internal stakeholders desiring support.
Key Responsibilities
Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal/external teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Document knowledge in the form of knowledge base tech notes and articles
Follow the SLA for issues with respect to the severity.
Desired Skills
1-3 years of experience in technical support, customer support
Strong problem-solving skills
Strong ability to diagnose server or network alerts, events, or issues.
Excellent client-facing skills
Excellent written and verbal communication skills
Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.
Flexibility to work in rotational shifts with rotational weekly offs
Good Knowledge of Windows & Linux OS.
Company Profile
Route Mobile is a leading Cloud Communication Platform provider, catering to enterprises, over-the-top (OTT) players and mobile network operators (MNO). Our range of enterprise communication services includes smart solutions in Messaging, Voice, Email, and SMS Filtering, Analytics Monetization. Since its inception in 2004, Route Mobile has been enhancing mobile communications through technology upgrades and product innovations; meeting the needs of a diverse clientele across geographies. Our customizable, user-friendly, and effective solutions enable enterprises and mobile operators to deliver efficient services to their customers.
