Technical Support Engineer
- Route Mobile (RML)
- 1 - 3 years
- Mumbai
- 2 months ago
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Job Description
Job Role Technical Support Engineer Mumbai, India
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 roles and responsibilities for this position are as follows: - 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.
- 1-3 years of experience
- 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.
- Work experience with different Systems, Software, Protocols, and APIs.
- Opportunity to work on IT projects.
- Exposure to Linux OS and Ticketing tools.
- Work in collaboration with a team.
- Guided by experts and professionals in the field and learn on the job.
- Enhance customer support skills and communication skills
With appropriate experience in the job role, you can move on to other jobs such as:
- Senior Technical Support Engineer
- Operations Manager
- Key Account Manager
- Core Technical roles
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: Route Mobile (RML)Location(s): Mumbai+ View Contact
Keyskills: Linux Email marketing Revenue assurance ticketing tools Customer support Windows Catering Technical support Analytics
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Route Mobile (RML)
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...
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