Admission Counsellor

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity:

• Handle inbound calls, chats, and email tickets professionally and efficiently.
• Ensure accurate ticket creation and categorisation in the CRM for every interaction.
• Resolve customer issues within defined SLAs (majority within 4 business hours).
• Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.
• Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction:

• Deliver a positive, empathetic, and solution-oriented experience on every interaction.
• Maintain high CSAT scores by setting correct expectations and closing issues completely.
• Ensure customers clearly understand the resolution provided before closing tickets.

3. Ownership & Accountability:

• Take end-to-end ownership of assigned tickets until closure.
• Avoid unnecessary escalations by resolving issues at first touch wherever possible.
• Proactively follow up on pending cases and ensure closure within SLA.
• Escalate only when required, with complete context and documentation.

4. Revenue Signals, Cross-sell & Proactiveness:

• Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
• Highlight relevant MyOperator products or features based on customer needs.
• Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene:

• Follow defined support processes, workflows, and communication guidelines.
• Ensure accurate and timely updates in CRM for all tickets and interactions.
• Participate in new process rollouts, tool adoption, and team initiatives.

Skills & Competencies:

Must-Have Skills:

• Strong verbal and written communication skills (English required; Hindi/regional language is a plus).
• Customer-first mindset with problem-solving ability.
• Ability to multitask across calls, chat, and tickets.
• Comfortable working with CRM tools and support dashboards.
• Willingness to work in shifts, including weekends if required.

Good-to-Have:

• Prior experience in B2B SaaS, telecom, or customer support roles.
• Experience handling chat or omnichannel support.
• Basic understanding of CRM or cloud communication platforms.

Behavioural Expectations:

• Ownership-driven: sees problems through to closure.
• Process-oriented but customer-centric.
• Comfortable working with targets, SLAs, and scorecards.
• Open to feedback, coaching, and continuous improvement.
• Team player who collaborates well with TLs and Account Managers.

• High School diploma or GED required 
• A minimum of 5 years’ experience designing and building scalable web based applications 
• Experience with RESTful web services, Java/Spring framework, NodeJS applications, React & Vue Frameworks 
• Strong relational database modeling and SQL experience (Oracle, MSSQL)f 
• Solid knowledge of testing principle and ability to build comprehensive test suite  
• Demonstrated UI design and UX sensibilities 
• Experience in scripting against Windows/Linux i.e. PowerShell, VB or Unix Shell Script, Python  
• Ability to coordinate the release/deployment process and versioning, code, configuration management 
• Experience with Git/Bitbucket and Opensource Tools and Agile methodologies 
• Experience leading software developers on development best practices as a technical lead 
• Experience with using JIRA (for defect tracking and for ITSM ticketing with Incident/Problem/Change)  

We are looking for a UI/UX Designer to turn our software into easy-to-use products for our clients.

UI/UX Designer responsibilities include gathering user requirements, designing graphic elements and building navigation components. To be successful in this role, you should have experience with design software and wireframe tools. If you also have a portfolio of professional design projects that includes work with web/mobile applications, we’d like to meet you.

Ultimately, you’ll create both functional and appealing features that address our client's needs and help us grow our customer base.

• Gather and evaluate user requirements in collaboration with product managers and engineers
• Illustrate design ideas using storyboards, process flows and sitemaps
• Design graphic user interface elements, like menus, tabs and widgets
• Build page navigation buttons and search fields
• Develop UI mockups and prototypes that clearly illustrate how sites function and look like
• Create original graphic designs (e.g. images, sketches and tables)
• Prepare and present rough drafts to internal teams and key stakeholders
• Identify and troubleshoot UX problems (e.g. responsiveness)
• Conduct layout adjustments based on user feedback
• Adhere to style standards on fonts, colors and images

• B-Tech / B.E. from a reputed college / university

• Strong problem solving and analytical skills
• Good knowledge of Core Java, JSP and Servlet
• Fluency in programming constructs
• Good expertise in working with databases and Query language.
• Mature, thoughtful, and a natural fit for a collaborative, team-oriented culture
• Hard-working and eager to learn in a fast-paced, innovative environment
• Spring Boot & Microservices architecture
• Strong foundation and expert knowledge in the area of Core Java and J2EE standards.
• Sprint IOC & Spring MVC

• Experience with all levels of operation available to the front-end, such as from creating XHRs in vanilla JS to using a custom wrapper around $resource
• Proficiency with JavaScript and HTML5
• Creating custom, general use modules and components which extend the elements and modules of core AngularJS
• Experience in using build tools like Maven
• Knowledge of AngularJS practices and commonly used modules based on extensive work experience
• Creating configuration, build, and test scripts for continuous integration environments.

Job Title: Senior Software Engineer - Mulesoft / Informatica

Job Description:

• Senior integration developer who is having experience in any two of the integrations tools, Dell Boomi, MuleSoft, Informatica.
• Understand, gather and document requirements
• Analyze and design the solution, if needed help PM/Architect to decide the architecture
• Develop the solution and guide the team to develop the solution
• Follow coding guidelines
• Test the developed solution
• Follow the organizational / project processes
• Provide necessary support with right attitude to the project manager and the project team

Job Responsibilities:

• Gather requirements, analyze, document the design approach, develop and produce quality output
• Follow the project processes
• Mentor junior resources
• Impart training where necessary
• Be open to learn other integration tools

Primary Skills Required: Dell Boomi, Mulesoft, Informatica

Secondary Skills Required: Java, Salesforce

Technical Skills Required:

Experience in any one of the Integration tool, Dell Boomi, Mulesoft and Informatica.
Required at least one Certification on any Integration Tool

Experience: 5 years to 10 years

• 2-5 years of experience in Manual and Automation testing for Cloud based Web and Mobile Application
• Experience with automation design, scripting, and execution
• An understanding of requirements analysis, design, coding, and unit testing of scalable, distributed, Cloud based applications
• Familiar with agile or other rapid application development
• Expertise in testing API's and debug application issues through API
• Exposure in Continuous integration process implementation by building CI / CD Pipeline using Jenkins and Integrate with Mavens
• Expertise of coding and programming skills in Java / Python
• Solid understanding of software design principles for Building Test Frameworks;
• Think out of the box coming up with creative test design automation frameworks to build / utilities plus tools to develop
• Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations
• Ability to work in a results-oriented, rapidly changing, dynamic and fast-paced environment that requires collaboration across multiple stakeholders and constituents
• Good Communication skills