iTriangle | Job Description

21/08/2025

Managing the Common Layer Certificate Generations.
Ensuring SLA/TAT (The Bugs/Issues/Tickets raised are resolved).
On-time Technical Support for all the customers.
Independently understand and analyze the problem faced by the customers and share the detailed explanation with the clients on the problem and solution provided.
Be a subject matter expert and remain up to date with the latest developments in the product.
Customer support as they approach for service.
Communicating the escalations to reporting manager and ensuring issues resolved.
Handling customers’ outbound and inbound calls.
When dealing with ambiguity, work with the external (Customers & Vendors) and Internal Stakeholders (Technical, Operations and Account Management teams) and ensure SLAs are always met.
Responsible for voice and non-voice communication with customers.
Preparing device tracking data and sharing with customers.
Coordination with field engineers for scheduling the customer place.
Guiding customers to solve the basic troubleshooting.
Preparing and submission of monthly customer invoice.
Broadly these are the roles, however we may modify or adopt to organization requirements from time to time.