AWS Solution Architect

Position Overview:

We are seeking a dedicated and experienced Customer Relationship Manager to join our team. The ideal candidate will have 2 to 5 years of hands-on experience in customer relationship management and will be responsible for building and maintaining strong, long-lasting relationships with our clients. As a Customer Relationship Manager, you will play a pivotal role in ensuring exceptional customer experiences and driving customer satisfaction. If you have a passion for customer-centricity and the skills to back it up, we'd like to hear from you.

Responsibilities:

● Develop and implement an end-to-end CRM campaign/journey to drive user acquisition and engagement.

● Proactively communicate with customers to gather feedback, address inquiries, and improvise the strategy.

● Monitor and analyse customer behaviour and feedback to identify opportunities for improvement.

● Track and report on key performance metrics related to CRM campaigns and journeys

Ideal Candidate:

● 2-5 years of experience in handling CRM tools

● Strong understanding of CRM software like Hubspot, Clevertap, Gupshup etc.

Are you looking for a promising career with a well known ed-tech brand, which is looking to make life easier for kids and parents to understand basic concepts of learning? Then read on.

Our client aspires for equity in education along with profound, measurable societal impact. The company provides learning solutions such as digitalized educational contents, English speaking, school infrastructure, improvement and management solutions etc. for a spectrum of audiences ranging from children in schools and informal setting, to teachers, adults, and corporate. They've created significant reach and impact at scale; through their presence across 32 States and Union Territories and 478 districts of India, in 36,000 schools and with a network of around 300 Institutes of Skills, and 100 industrial clusters, they directly impact 15 million people on a daily basis.

What you need to have:

Responsibilities:
1. Understanding the scope of work
2. Working with the design, programming & testing team on project estimates & timelines
3. Coordinate with team to build assets to be used within the mobile application
4. Build Application static flows using React Native with Redux
5. Integrate JSON web services
6. Working with the tester to fix bugs reported by the testers
7. Building and deploying the application to the app store

Requirements:
1. Understanding of the Mobile Application Development lifecycle
2. Hands-on experience with React Native
3. Experience with Redux or Flux or MobX
4. Understanding of Advanced JavaScript – ES6
5. Understanding of Flexbox
7. Understanding of iOS/Android module integration
8. Deploying iOS and Android apps on Apple Appstore and Android Play Store.
9. Ability to work in an Agile environment

Call Reception and Ticket Logging: Responsible for:

• Ensuring calls are answered professionally
• Ensuring that the relevant information is collected from a customer
• Ensuring that the correct level of priority is agreed with the customer
• Ensuring that the ticket is assigned to the correct engineer
• Ensuring that the engineer is aware that there is a new ticket assigned to their queue
  
  SLA Management: Responsible for:
• Ensuring that appropriate attention is paid to P1s
• TPMs engaged immediately for engineer dispatch to the site where applicable
• The customer is forwarded to an engineer for a possible remote fix
• Ensuring that all tickets are managed in line with SLAs
  
  Jeopardy Management: Responsible for:
• Ensuring that the ticket is managed in line with Company’s jeopardy management process
  
  Escalation Management: Responsible for:
• Ensuring that the ticket is escalated appropriately in line with Company’s escalation process
• Provide 1st line escalation to customers and channels (referring to Jeopardy and Escalation Manager)
• Provide 1st line escalation into TPM (referring to Jeopardy and Escalation Manager)
• Responsible for advising Service Centre Manager of any missing information in the knowledge database
  
  Communication Responsible for:
• Customer Communication
• Ensuring that the customer is updated regularly throughout the duration of the ticket
• Ensuring the quality of ticket input is of a high standard
• Ensuring that key internal contacts are advised of any issues
• Responsible for reading, understanding, and complying with Company’s Information Security policies.

FORMAL EDUCATION AND TRAINING

• Educated to an A-level minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant and proven Industry experience would be accepted
• Industry or relevant business qualifications and accreditations would be desirable
• Proficiency involved in working in the service industry, with particular emphasis placed on customer focus issues.
• Ability to form close working relationships with the customer community, sub-contractors
• Excellent client-facing communications skills
• A Self-motivated team player with excellent interpersonal skills
• An outgoing individual willing to participate as part of a small and flexible team
• in European languages would be an advantage
• ITIL Foundation / ITIL v3 Foundation
• Overall telecommunications knowledge with an appreciation of the Nortel / Avaya / Genesys / AWS Product Sets

Key Competencies

• Customer Focused
• Relationship Building and Maintenance
• Decision-Making Ability
• Inspiring Communicator
• Initiating Action
• Personal Responsibility

Main Priorities:

Experienced in Installation, Configuration and Maintenance of Microfocus EMS tool. Operational Knowledge on below mentioned modules is a must.

Network Node Manager

Network Automation

Operations Bridge Management

Service Management

Universal Discovery

ZENworks Configuration Management

ZENworks Patch Management

• Ensure the technical feasibility of UI/UX designs
• Optimize application for maximum speed and scalability
• Assure that all user input is validated before submitting to back-end
• Use markup languages like HTML to create user-friendly web pages
• Design mobile-based features
• Collaborate with back-end developers and web designers to improve usability
• Maintain and improve website
• Develop new user-facing features
• Build reusable code and libraries for future use
• Optimize applications for maximum speed
• Get feedback from, and build solutions for, users and customers
• Write functional requirement documents and guides
• Create quality mockups and prototypes

• Proven work experience of 2+ years as a Front-end developer
• 1+ years experience of working in ReactJS
• Hands on experience with markup languages, including HTML5, CSS3
• Experience with JavaScript, CSS and jQuery
• Good understanding of asynchronous request handling, partial page updates, and AJAX
• Familiarity with browser testing and debugging
• In-depth understanding of the entire web development process (design, development and deployment)
• Understanding of layout aesthetics
• Knowledge of SEO principles
• Familiarity with software like Adobe Suite, Photoshop and content management systems
•