Customer Care Executive

Document Customer Interactions: Accurately record customer interactions, issues, and resolutions in our CRM system.

Escalate Complex Issues: Escalate complex or unresolved issues to the appropriate team or supervisor.

Provide Product/Service Information: Educate customers on our products and services, and guide them through using our platform.

Process Orders and Returns: Assist customers with placing orders, processing returns, and managing their accounts.

Gather Customer Feedback: Collect and analyze customer feedback to identify areas for improvement.

Maintain Product Knowledge: Stay up-to-date on product updates, company policies, and industry trends.

Meet Performance Metrics: Achieve and maintain established performance metrics, such as response time, resolution rate, and customer satisfaction scores.

Contribute to Team Goals: Collaborate with team members to achieve departmental goals and improve overall customer support processes.

Create Knowledge Base Articles/FAQ's: Depending on the role, you may be asked to create content to aid in customer self service.

Our client is a rapid growth stage Edtech start-up focused on solving the teacher shortage crisis in the US education system using technology by bringing teachers to the classrooms and giving them access to the right tools to teach students in a highly engaging manner.

They have a development center in Mumbai and they are looking to scale up the teams in Pune and Bangalore as well.

What does the role entail:

● Lead User Stories and guide senior/software engineers in the development process

● Understand architectural principles, and design patterns, and implement them from architectural artifacts.

● Collaborate with product managers, designers, and other stakeholders to develop and implement project plans.

● Lead the development of software solutions using Microsoft Technologies, including .NET, C#, SQL Server, Azure, and other related technologies.

● Ensure the use of best practices and processes in software development, including code reviews, automated testing, and continuous integration/continuous deployment (CI/CD).

● Provide technical guidance and mentorship to team members, and work with them to resolve technical issues and challenges.

● Work with other Engineering Managers and senior leaders to define and implement engineering best practices and processes across the organization.

● Keep up to date with industry trends and emerging technologies and evaluate their potential impact on the organization's development practices.

Must-Have Skills:

● B.E/B.Tech in computer science

● 12 to 15 years of experience in software development, with a focus on Microsoft Technologies.

● 3+ years of experience in managing teams of software developers and leading software development projects.

● Understanding of Frontend Technologies: Angular 14+

● Strong technical skills in .NET, C#, SQL Server, Azure/AWS, and related technologies.

● Understanding of Design patterns and various Architecture patterns like Domain Driven Design/Microservices.

● Strong leadership and management skills, with a proven record of accomplishment in delivering high-quality software solutions on time, with high quality and within defined KPIs.

● Good understanding of Agile software development methodologies

Job Responsibilities:

• Apply your knowledge of ML and statistics to conceptualise, experiment, develop & deploy machine learning & deep learning systems.
• Understanding the business objectives & defining the right target metrics to track performance & progress.
• Defining & building datasets with the appropriate representation techniques for learning.
• Training & tuning models. Running evaluation & test experiments on the models.
• Build ML pipelines end to end. (Everything MLOps.)
• Building pipelines for the various stages.
• Deploying models.
• Troubleshooting issues with models in production.
• Reporting results of model performance in production.
• Retraining, performance logging & maintenance.
• Help the business with insights for better decision-making. You will build many predictive models for internal business operations
  you will derive insights from the trained models & data to help the product & business teams make better decisions.

Requirements:

• 2+ years of work experience as an ML engineer or Data Scientist with a Bachelors Degree in Computer science or related field
• Theoretical & practical knowledge of Machine Learning, Deep Learning and Statistical methods. (NLP Tasks, Recommender Systems, Predictive Modelling etc)
• Since Pepper is a content company, you will work on many interesting text based problems. Solid understanding of Natural Language Processing techniques with Deep Learning is a must for this role.
• Familiarity with the popular NLP applications and text representation architectures & techniques: text classification, machine translation, named entity recognition, summarisation, question answering, zero-shot learning etc.  Bag of Words, TF-IDF, Word2vec, GloVe, BERT, ELMo, GPT etc.
• Experience with ML frameworks (like Tensorflow, Keras, PyTorch) & libraries like Sklearn.
• Experience with ML infrastructure & shipping models.
• Excellent programming & algorithmic skills. Good understanding of Data Structures and algorithms (fluent in at least one object oriented programming language). Proficiency in Python is a must.
• Strong understanding of database systems & schema design. Proficient in SQL

Please let us know if you are interested in the above opening and if interested please let us know your

Current CTC :

Expected CTC :

Notice Period :

Relevant experience in  Machine Learning :

Relevant experience in Deep Learning:

Relevant experience in NLP Applications:

Regards

Ashwini

Roles & Responsibilities:

• Excellent problem-solving & analytical skills & OO principles
• Solid understanding of the data structure & algorithms.
• Expert knowledge with any one of the Javascript Framework such as Node Js.
• Any additional experience with Java or python, GoLang would be nice to have.
• Experience working with SQL database like MySQL or PostgreSQL
• Experience working with NoSQL databases like mongoDB, couchbase would be nice to have
• Working experience with cache like redis, mem cached or elasticache would be nice to have
• Working experience with Message Queues would be a great advantage.
• Experience with deployment & AWS would be nice to have
• Ability to do in depth analysis or problem statement or use case & Build robust & scalable architecture
• Logging & monitoring of the production system in real time
• Lead a team of 2-4 team members & make sure team practices defined coding practices across the project.