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 robust relationships with clients, demonst
📌 Big Data Support Engineer Bengaluru
🏢 Tookitaki Holding
📍 Bengaluru
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