Mohammed Jazeer B Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Products: Plivo SMS [API/XML], Voice [API/XML], Whatsapp API, Verify API, SIP Trunking/Zentrunk, PHLO, and Phone numbers (VOIP)Responsibilities:* Worked directly with Tier 1 to Tier 4 clients over emails to resolve (VOIP - API/XML) call quality issues, call failures, DTMF issues, CLI issues, SMS delivery issues, API failures, and escalations regarding bugs, Product feature requests, and Outages (Organization/Carriers)* Debug the client’s code in various languages (Python, Java, PHP, etc.) and fix them to make it compatible with the Plivo products and host them in Heroku/Mocky.io to design call flow for the users and for testing.* Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and the basics of SSL/TLS. * Have handled several client escalations effectively and driven them to the proper resolution.* Excellence in task prioritization and evaluation of situational urgency.* Very proactive in picking up additional responsibilities.* Ensure and coordinate with the entire team that all the tasks are completed within the shift hours.* I led team handoffs, meetings, and weekly sync calls with the Engineering/stakeholders to identify gaps between support and stakeholders, and worked to improve them.* Have written internal documents regarding Voice, SMS, and Zentrunk to help customers with the configuration of the same.* Collaborate with PM's and engineering teams to identify and drive improvements to our existing products* Basic Knowledge of SQL, Networking (TCP/UDP/IP), Webhooks/callbacks, APIs, XML, SDKs* Proven track record of taking ownership of tasks and driving forward to resolutions.* Capable of working independently and developing relationships with customers, partners, internal team members, and other related stakeholders.* Working directly with the users to integrate Plivo APIs with the client's platform and assist in detailed API testing to successfully onboard users

Tirunelveli, Tamil Nadu, India

Products: MQTT Route, IoT Platform, IoT simulator, Industry 4.0- Responsible to solve the customer technical queries in MQTT protocol, IoT platform, MQTT broker and IoT Simulator & Crystal MQ (SaaS platform)- Responsible to give a full-featured product demo to the customers globally.- Engaged end users and answered questions via email, phone, website live chat, Ticketing software's and in forums, Skype.- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.- Hosting the IoT products in cloud instances like Azure, AWS- Described IoT solutions to customers to assist in problem resolution.- Handled REST API-based enquiries.- Handled Pre-sale + Post Sale support (on-boarding the customer -> License generation), worked in various scenarios.- Coordinating between Clients and Developers regarding the implementation and testing of critical business applications.- Process flow-charting and Documentation including step-wise implementation plan and backout procedures to be followed in case of implementation challenges.- Pre-sales support experience in creating proposals, arriving at cost, schedule and resource plan, Demo Presentation, Consulting

Bangalore