Sr. Executive - Customer Operations

Key Responsibilities

• 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.
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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
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Qualification / Knowledge / Skills / Experience

• 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.
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Why Join Karix?

• 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.

Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees.

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