Job Description
In this dynamic, high-touch role, you will serve as the primary first line of contact for our users. You will manage incoming voice calls and direct traffic to ensure customers quickly get to the right technical resource. You will handle quick fixes yourself while cleanly routing tougher technical issues, following up relentlessly to ensure every problem gets resolved. You are the ultimate traffic controller and problem-solver for a fast-paced DevOps environment.
Key Responsibilities
Manage Voice Calls & Traffic: Serve as the front line for inbound customer voice calls, directing traffic and managing queues in accordance with customer agreements.
Rapid Response Triage: Answer incoming support queries with a strict, high-energy goal to get the customer connected to a human within 10 minutes.
Troubleshoot & Resolve: Use technical knowledge to actively diagnose technical problems, answer questions, and suggest workarounds related to the Copado platform.
Escalate Accurately: Identify, categorize, document, and escalate complex problems to the right internal experts according to procedure.
Own the Customer Experience: Manage expectations and communicate in a way that results in high satisfaction, ensuring issues are genuinely fixed.
Qualifications
0–2 years of experience in a Technical Support, DevOps Support, Salesforce Support, or a similar technical role is preferred.
Freshers are welcome to apply, provided they have completed a B.Tech/B.E. in Computer Science, Information Technology, or a closely related engineering discipline.