We are seeking a Technical Support Agent who will play a critical role in maintaining high customer satisfaction by ensuring timely and effective resolution of client issues. This role is essential for Tookitaki's support services, catering to both on-premise and cloud-hosted (CaaS)clients. You will work closely with cross-functional teams to manage daily support issues, adhere to SLAs, and contribute to the continuous improvement of our customer support processes.
The ideal candidate will have a robust understanding of Tookitaki's product and tech stack, the ability to triage issues effectively, excellent client management skills, and fluency in English. Knowledge of Cantonese is a plus.
Key Responsibilities:
Client Support Management
- Handle and triage tickets related to incidents, service requests, and change requests via the Freshworks platform.
- Provide technical support for Tookitaki's CaaS and on-premise clients post implementation, ensuring issues are resolved within SLA timelines.
- Maintain ownership of client issues, ensuring resolutions align with SLAs and meet client expectations.
Collaboration and Escalation
- Collaborate with Tookitakiʼs Product Engineering and Infrastructure teams to escalate unresolved issues, secure workarounds, or deliver fixes for P1 to P4 tickets.
- Act as a bridge between Services (onboarding team) and Support, ensuring a seamless transition when clients go live.
Technical Expertise and Triage
- Triage technical issues effectively by diagnosing the problem, identifying the root cause, and determining the appropriate resolution path.
- Develop a deep understanding of Tookitaki's product architecture and tech stack AWS, Big Data technologies like Hive, ElasticSearch, Kubernetes, etc).
Client Management and Communication
- Build and maintain strong relationships with clients, demonst
📌 Big Data Support Engineer (Bengaluru)
🏢 Tookitaki Holding
📍 Bengaluru
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