AboutUs

Exotelistheemergingmarket'sleadingfull-stackcustomerengagementplatformandbusiness-focusedvirtualtelecomoperator.Incorporatedin2011,Exotel'scloud-basedproductsuitepowers50milliondailyengagementsacrossvoice,videoandmessagingchannels.Exotelpowersunifiedcustomerengagementtoover6000companiesin60+countries,includingIndia,SEAsia,theMiddleEast,andAfrica.Today,someofthefastest-growingcompaniesintheemergingmarkets(Ola,Swiggy,Flipkart,GoJek,Byju's,UrbanCompany,HDFCBank,Zomato,Oyo,etc.)managetheircustomerengagementwithExotel'ssuiteofcommunicationAPIs,Ameyo'somnichannelcontactcentre(merger),andCognoAI'sconversationalAIplatform(acquisition)overthecloud.They'rea$100millionSeriesD-fundedcompanywith$60millioninARR.

• OurapplicationrunsonLinux,andourtechstackisbuiltonJava.WeusePostgreSQLasadatastore.
• Weemphasiselearningnewtoolsandtechnologies.
• Westrivetobringthebestinclasscustomers'experience.

Inthisrole,youwill

• NeedtohaveathoroughunderstandingofAmeyoContactCenterProductanditsfeatures
• Respondtocustomerinquiriesandtechnicalproblemsthroughcall,ticketingandchatsystems.
• SimulateCustomerIssuestofindsolutionsandfixestoEscalatedcustomerIssues/Enquiries
• Understandingthecoverage/impactofanissue
• Takeownershipofcustomerissuesthroughtoresolution-includingtroubleshooting,internalcommunicationandtakethemtowardslogicalconclusionalongwiththeRCA
• Stayintheforefrontofcustomercommunicationstoaddressissues
• HavetohaveathoroughunderstandingofAmeyoProduct,featuresandusecases.
• LearnAmeyo'Newproduct/feature'releasesandmasterthemquickly.
• BeCurious'allthetimeto'keepexploring'newerandbetterwaystocreate'Awesomecustomerexperience

Whatmakesyoufit

Must-haves

• Apassionateproblemsolver(B.Tech./BScorequivalent)with2-3yearsofoverallworkexperienceintech/productsupport.
• A very good understanding and experience in Product Support role with a high-tech product/services (Linux/Databases/Networking & Python) company.
• AbletoworkindependentlyandefficientlytomeetdeadlinesandSLAs.
• Abletopromptlyanswersupport-relatedphonecalls,chat&emails.
• Willingnesstoworkinfollowthesun(24x7)model.
• AgoodcommandofLinuxCLItoolswithknowledgeandtroubleshootingskillsonLinux,networkingetc.
• Hands-onondatabaseandsql,goodinwritingsqlqueries
• Abilitytoanalyze,researchandsolvehighlytechnicalanduniqueproblems.
• Excellentverbalandwrittencommunicationskills.
• Self-motivated,detail-orientedandorganized.

Good-to-haves

• SIP/VOIPUnderstanding.
• Contactcenterdomainexperience