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Sr. Executive - Customer Operations

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Karix

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Location:
India , Gurgaon

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Responsibility:

  • Provide support adhering to SLA parameters (including quality and response/resolution time criteria)
  • Attend and acknowledge each customer call and email
  • Responsible for creating and managing Karix-built products and services
  • Collect all required information as per the defined checklist
  • Perform basic-level troubleshooting to resolve customer issues
  • Collaborate in investigating issues during escalations
  • Assist in the resolution of technical and non-technical issues faced by customers
  • Provide timely updates to customers and ensure 100% documentation (RCA) on all resolutions
  • Ensure 100% adherence to provisioning processes, including: Time accounting
  • Ticket management
  • Review of backlogs owned on a shift basis to keep them close to zero
  • Review of owned incidents that are completed and need closure
  • Follow-up with customers on the solutions provided
  • Review customer feedback to improve and enhance support quality
  • Replicate, test, and resolve incidents logged by customers
  • Ensure proactive communication on known actions or events

Requirements:

  • BCA, B.Sc (Computer Science), Diploma in Computer Science, or BE
  • Should have basic knowledge of MySQL and Oracle DB with the ability to execute queries
  • Good written and verbal communication skills
  • Willingness to work in a 24/7 shift environment
  • Positive attitude and customer-focused mindset
What we offer:
  • High Impact: Lead enterprise growth and global partnerships in a fast-evolving CPaaS ecosystem
  • Accelerated Growth: Be part of a rapidly scaling organization with significant leadership runway
  • Innovation-Driven Culture: Work with a high-caliber team solving complex enterprise communication challenges

Additional Information:

Job Posted:
February 14, 2026

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