Customer Service Executive (Chat/Email Process)

Job Duties and Responsibilities:

• Technical Leadership:
• Provide technical leadership by guiding and mentoring software engineers in creating robust and scalable solutions.
• Lead the recruitment process to identify and onboard top-tier engineering talent.
• Foster a culture of continuous learning and growth within the technical team.
• Architectural Vision:
• Collaborate closely with engineering leadership, senior technical stakeholders, and product managers to shape the architectural vision and ensure alignment with business goals.
• Actively participate in code reviews and technical design discussions and contribute hands-on expertise to development efforts.
• Drive the evolution of development processes, establish meaningful metrics, and cultivate a team culture emphasizing technical excellence.
• Lead POCs and technical evaluations
• Hands-on Technical Involvement:
• Demonstrate deep technical involvement through direct contributions to the codebase, technical design discussions, and the development of domain expertise.
• Utilize your extensive experience to guide the team in developing large-scale distributed systems, employing languages such as Java, Python, C++, Ruby, Go, or JavaScript.
• Process Evolution and DevOps:
• Innovate and evolve development processes to enhance efficiency and agility.
• Leverage a background in DevOps to oversee the operational aspects of widely deployed SaaS products.
• Implement and optimize CI/CD environments for seamless software delivery.

Must-Have:

• Managerial and Technical Expertise:
• Possess 3+ years of managerial experience and a solid 10+ years of professional experience in software engineering.
• Demonstrate prior success in leading and growing cross-functional development teams of 10-20 individual contributors.
• Software Delivery Excellence:
• Proven track record of delivering high-quality software within tight deadlines, emphasizing agility in a collaborative and cross-functional environment.
• Technical Proficiency:
• Hands-on experience developing and designing large-scale distributed systems using languages like Java, Python, C++, Ruby, Go, or JavaScript.
• DevOps and SaaS Background:
• Background in DevOps with experience in the operation of widely deployed SaaS products.
• Communication and Organization:
• Exceptional organizational skills and effective interpersonal, verbal, and written communication skills.

Nice to Have:

• CI/CD and Cloud Platform Experience:
• Previous experience in designing CI/CD environments.
• Familiarity with Google Cloud Platform, Amazon Web Services, or equivalent cloud platforms.
• Data-Driven Decision Making:
• Demonstrated experience using data to measure success, drive improvements, and inform strategic decisions.
• Global Team Collaboration:
• Previous experience working on geographically dispersed teams.

About InEvolution:

Founded in 2009, InEvolution is a dynamic and evolving firm specializing in back-office, operations, and customer support services. We are a globally oriented team committed to delivering quality services with cost efficiency.

Our ethos is to constantly adapt to the changing needs of the industry, effectively serving as an extension of our clients' teams. We specialize in alleviating operational burdens from organizational leaders, allowing them to focus on growth.

Our expertise spans across 24/7 client support, advanced technology utilization, proficient data management, and providing certified solutions. Our services include data hygiene, GDPR compliance, e-commerce campaign configuration, order management, reporting, sales support, and comprehensive customer support across various platforms. With our diverse experience in multiple business sectors, we offer robust solutions that cater to the unique needs of our clients.

Our Commitment:

We value diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds to apply.

Primary Customer-Facing Responsibilities:

• Handle technical service and support tickets efficiently, acting as the first point of contact over chat, email, and phone support.
• Proactively communicate with customers regarding post-purchase support, including order activation, troubleshooting error issues, etc.
• Utilize the ticketing and live chat support systems to ensure prompt and effective resolution of customer queries.

Benefits:

• Work-from-home flexibility.
• Career advancement opportunities and professional development support.
• Supportive and collaborative team environment.

Key Responsibilities:

Case Analysis and Critical Thinking:

• Develop comprehensive knowledge of client products and the ticketing and chat systems.
• Investigate and understand user issues using effective probing techniques.

Problem Solving:

• Provide accurate information and solutions for client software products or services.
• Offer alternative solutions when necessary and guide users through the resolution process.

Post-Resolution Follow-Up:

• Ensure customer satisfaction by following up and updating customer status before case closure.

Client and Operational Responsibilities:

• Coordinate with team leads and managers for guidance on escalated cases.
• Record detailed events and problem resolutions in system logs.
• Forward customer feedback and suggestions to the relevant internal teams.
• Propose process and knowledge resource improvements.
• Participate actively in team meetings and maintain effective communication with internal teams.
• Report to client leads and managers as required.

Requirements:

• Experience in help desk and software product technical support.
• Tech-savvy with knowledge of computer operating systems, software, and hardware.
• Excellent written and verbal communication skills in English.
• Degree in a relevant field preferred.
• Proficiency with Microsoft Office, Google Sheets, and other business software.
• Own a desktop/laptop with a stable internet connection.
• Demonstrated proactive, learning-oriented approach with a focus on continuous process improvement.

Additional Information:

• This is a fully remote position with a 5-day work week.
• The position requires approximately 9 hours of work per weekday.
• Opportunity for long-term growth and additional responsibilities within the organization.

Hiring Process

1. Resume Fitment:

Begin your journey with us by submitting your resume and a cover letter. Your cover letter should highlight your relevant experience and explain why you're the ideal candidate for the Software Support Analyst role. We use an advanced Application Tracking System (ATS) to ensure your skills and experience are aligned with our requirements. Only the most suitable candidates will be shortlisted for the next stage.

2. Phone Screening:

If your profile resonates with our needs, you'll be invited to a phone screening. This is a great opportunity for us to learn more about you and for you to ask preliminary questions about the role and our company. We'll discuss your communication skills, technical understanding, and other essentials like availability and salary expectations.

3. Virtual Interview-1 with InEvolution:

Following a successful phone screen, you'll proceed to a virtual interview with our InEvolution team. This interview is crucial for assessing your fit within our company culture, as well as your communication and problem-solving skills. We'll delve deeper into your technical expertise and experience, involving key stakeholders to gain a comprehensive view of your potential in our team.

4. Written Assessment:

Showcase your technical prowess and customer service skills with our written assessment. Designed to mirror real-life challenges, this assessment is your chance to demonstrate how you would handle situations you’re likely to encounter in the role. The assessment is timed to ensure authenticity and effectiveness.

5. Virtual Interview-2: Technical Round with Client:

Excel in the written assessment, and you'll find yourself in our technical round. This is where your technical skills will be thoroughly evaluated through practical problem-solving tasks and technical queries. It’s your opportunity to impress us with your practical knowledge and application in a customer support context.

6. Offer:

The final stage! If you've shone through the interviews and assessments, we'll extend an offer to join our team. This includes a comprehensive onboarding process where you'll be acquainted with our company policies, tools, and the specifics of your role. We ensure you're well-prepared to start your journey with InEvolution.

Digital Marketing Intern

0-2 Years experience

Job Location: Bangalore

Degree in Marketing/Communications/Public Relations/Journalism

Description:

Are you a digitally savvy individual with a passion for marketing and design? Join our team as a Digital Marketing Intern and play a vital role in helping us enhance our online presence, promote our UI/UX design projects, and engage with our audience. This internship will provide you with hands-on experience in digital marketing within a creative design studio.

Role & Responsibilities:

• Collaborate with the marketing team to develop content that aligns with our design studio’s branding and messaging
• Assist in creating email marketing campaigns, including designing email templates and writing compelling copy
• Monitor email campaign performance, analyze results, and suggest improvements
• Support SEO efforts by conducting keyword research and optimizing website content
• Assist in improving website performance and user experience (UX) to drive organic traffic
• Utilize analytics tools to track and analyze digital marketing performance, including website traffic, social media engagement, and email open rates
• Generate regular reports and provide insights to optimize marketing strategies
• Collaborate with the marketing team to plan and execute digital marketing campaigns, promotions, and events
• Assist in managing online advertising efforts, if applicable
• Stay updated on digital marketing trends, industry news, and best practices
• Share insights with the team to adapt strategies accordingly

Must have Skills:

• Strong written and verbal communication skills
• Detail-oriented with critical thinking skills
• Understanding of SEO techniques and best practices
• Familiarity with major social media platforms (Linkedin, Facebook, Twitter, YouTube, etc.)
• WordPress basics are very important
• Keyword research experience is a must-have
• Basic knowledge of website analytics tools (e.g., Google Analytics) is a must-have

Desired Candidate:

● Excellent written and oral communication skills
● Strong vocabulary along with impeccable spelling and grammar
● Understanding of what makes content compelling especially web content or blogs
● Good analytical skills and an ability to present information in a proper format
● Passionate about interacting with students and colleges to gather unique information
● Ability to write interesting, relevant content

Key Functions:

● Create new text and video content for our app and website
● Moderate reviews and other user generated content submitted by millions of users
● Increase key performance metrics like time on page and bounce rate
● Reach out to students and colleges to generate content which users need
● Work closely with technical team to improve consumption of content
Key skills: Content writing, primary and secondary research, moderation, web content creation

Job description :

We are looking to hire a talented iOS developer to design, build, and maintain the next generation of iOS applications.

Responsibilities :

• Designing and building mobile applications for Apple’s iOS platform.
• Collaborating with the design team to define app features.
• Ensuring quality and performance of the application to specifications.
• Identifying potential problems and resolving application bottlenecks.
• Fixing application bugs before the final release.
• Publishing application on App Store.
• Maintaining the code and atomization of the application.
• Designing and implementing application updates.

Skills :

• Proven experience as an app developer.
• Proficient in Objective-C, Swift, and Cocoa Touch.
• Extensive experience with iOS Frameworks such as Core Data and Core Animation.
• Knowledge of iOS back-end services.
• Knowledge of Apple’s design principles and application interface guidelines.
• Proficient in code versioning tools including Mercurial, Git, and SVN.
• Knowledge of C-based libraries.
• Familiarity with push notifications, APIs, and cloud messaging.
• Experience with continuous integration.

Job type : Full time

Schedule : Day shift

Education : Graduation (Required)

Experience : 2 Years (Required)

Perks:

• 5 days Working & Alternate Saturday half day
• Salary no bar for right candidates
• Monthly Celebration
• Excellent Work Environment
• Supportive Staff

Work Remotely: No

Location : Surat, Gujarat.

• Meeting with the development team to discuss user interface ideas and applications.
• Reviewing application requirements and interface designs.
• Identifying web-based user interactions.
• Developing and implementing highly responsive user interface components using react concepts.
• Writing application interface codes using JavaScript following react.js workflows.
• Troubleshooting interface software and debugging application codes.
• Developing and implementing front-end architecture to support user interface concepts.
• Monitoring and improving front-end performance.
• Documenting application changes and developing updates.

Job Description:

• Programming and optimizing rust / wasm based smart contracts
• Design, research and develop blockchain-based solutions
• Developing decentralized high-performance systems
• Building reliable and fast data storages
• Working with virtual machines used by modern blockchains: WebAssembly, EVM, COSMWASM
• Implementing consensus algorithms and other protocols
• Security audits of third-party and internal solutions
• Establishing policies and procedures that produce secure, high-quality software
• Write and review technical proposals
• Improve engineering standards, tooling, and processes
• Coding with concurrency, efficiency and scalability as primary motive
• Document systems, build runbooks, and automate those processes
• Being hands on by writing, testing, and deploying high-performance networking code
• Rigor on clean code, unit testing, code coverage and best practices
• Developing infrastructure software
• Supporting and Leading the team of junior developers.

Required qualifications:

3+ years experience in developing smart contracts, 2.5+ years of experience in Rust, willingness to learn on the go, ability to write clean code, a strong sense of responsibility.

Tech Stack:

Rust, cargo, git, linux, bash, ability to work with Docker.

Nice to have:

cryptography and system software development experience,understanding of design patterns, understanding of operating systems and networks, ability to design algorithms and mathematical models.