About the Job
Key responsibilities:1. Primary Technical Support: Act as the main technical contact for customers and internal teams, offering expertise on Moxo features and troubleshooting issues (Level 2 Support).
2. Enterprise Support: Serve as the point of contact for enterprise customer issues, including deployment coordination, app release, maintenance activities, and post-deployment support.
3. Ticket and Issue Management: Manage customer support tickets, set expectations, and resolve issues via email, phone, or other communication channels.
4. Cross-functional Collaboration: Work with engineering, solutions, and DevOps teams to ensure quick and effective resolution of customer issues.
5. Technical Documentation: Create and maintain clear, accurate technical documentation for both customers and internal teams.
6. Product Testing & Validation: Participate in automation processes, build Moxo flows, feature testing, release validations, and other product-related testing activities.
Requirements:
1. Bachelor’s Degree or Diploma in Engineering (Computer/Telecommunications), Computer Science/Information Technology, or a related field.
2. At least 2 years of experience in software support and development, with a focus on troubleshooting and supporting production issues.
3. Fundamental knowledge in software development, web and mobile applications, as well as basic networking and security concepts.
4. Strong verbal and written communication skills, able to convey technical information clearly and concisely.
5. Able to work independently and collaborate effectively within a service engineering team.
6. Capable of managing time and tasks efficiently to resolve incidents within SLA, understanding priorities and other factors.
7. Familiar with ticketing systems like Zendesk, Service Desk, JIRA, and Confluence. Experience with process automation, scripting, or similar technical tools is a plus.
8. Ability to prepare and maintain clear documentation for future reference.
9. A responsible, team-oriented, and well-organized individual with a strong desire to learn and grow.
10. Flexible and willing to work in a 24x7 support model.
Number of Openings
2 openingsPerks of this Jobs
Informal dress code 5 days a week Free snacks Health insurance
Skills
Jira, Confluence, Zendesk, Troubleshooting
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