Customer Service Representative

About HighLevel: 

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

Who You Are:

The Manager of Customer Support is responsible for the supervision and operational management of a customer-centric workforce focused on solving issues for our customers. The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction.

Essential Functions:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
• Being able to interpret data that translates into action to improve the team.
• Monitors the overall health of the support system which includes but is not limited to live ticket queues, live channel queues, major bugs and staff availability
• Involved in determining customer service employee requirements by maintaining contact with employees to determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; analyzing information and applications
• Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Responsible for providing employees with technical resources; providing technical advice; resolving problems; disseminating advisories, warnings, and new techniques
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations
• Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other HighLevel functions. 
• Serve as an influential leader by demonstrating professionalism, passion, and enthusiasm, providing communication, and motivation, and creating teamwork and collaboration
• Be readily available with cameras on throughout the shift to assist customers and team members via Zoom

Experience/Education/Certifications Required:

• Associate's/ Bachelor's degree or equivalent experience
• 4+ Years in management 
• SaaS software experience
• Several years running technical customer-facing teams.
• Experience in managing a team of over 20+ 
• Project management skills 
• Leading a results driven team 
• People manager at heart, you love mentoring, leading and contributing to the professional development of those around you 
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
• The ability to build and maintain relationships internally with team and with customers
• Excellent listening, presentation and communication skills at all levels
• The ability to partner with customers and team members in developing their strategic direction
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
• Strong customer facing communication skills
• Demonstrated data driven approach to problem solving
• Must be a go-getter and not afraid to ask questions
• Must have basic computer and excel skills

Language Skills Required Vs. Preferred:

• Fluent in English.
• Demonstrated verbal and written communication skills.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ROLE AND RESPONSIBILITIES

• Involvement in the full software development life cycle within broadly defined parameters and

providing software solutions keeping into consideration, the software quality needs.

• Design and defining the interaction between the different component pieces.

• Write efficient code based on brief given by team lead.

• Fast prototyping of proof-of concept features / application based on brief.

• Develop and maintain new features on Java stack.

• Own the delivery of an entire piece of a system or application.

• Management and execution against project plans and delivery commitments.

• Work closely with the peers and Leads to develop the best technical design and approach for new

product development.

• Build software solutions for complex problems.

• Compliance with build/release and configuration management process.

• Responsibility to develop unit test cases for his/her project module.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

WORK EXPERIENCE AND EDUCATIONAL BACKGROUND THAT A CANDIDATE SHOULD HAVE WHEN APPLYING FOR

POSITION

• 5+ years of proven experience as a Software Developer, Software Engineer or similar role

• Familiarity with Agile development methodologies

• B.E./ B.Tech. / M.E. / M.Tech. / M.S. in Computer Science, Electronics or a related field.

• Experience with software design and development in a test-driven environment

• Knowledge of coding languages (e.g. Java, JavaScript) and frameworks/systems

• Experience with databases (Oracle / Postgre) and Object-Relational Mapping (ORM) frameworks

• Ability to learn new languages and technologies

• Excellent communication skills

• Resourcefulness and troubleshooting aptitude

PREFERRED SKILLS

ADDITIONAL SKILLS OR EXPERIENCE THAT WOULD BE CONSIDERED FAVORABLE FOR A CANDIDATE WHO IS

APPLYING FOR THIS POSITION.

• Excited about the start-up company “experience”.

• BS/MS in Computer science preferred.

• Full project lifecycle experience.

• Strong oral and written communication skills.

Job Description:

• Role is of Software Sales Manager
• The role requires the person to hunt and open new accounts for Company’s Returns Inventory Management Solution.
• Complete Ownership of Sales Cycle including the following:
  • Identifying opportunities
  • Managing the pipeline
  • Working with the marketing team to launch marketing campaigns
  • Managing the relationship with the client
• To be Successful, the candidate should have experience in Software/Consultative Solution Sales, should have done concept selling, especially in the retail industry
• Should have a understanding of IT Landscape in an enterprise, understanding of Logistics Supply chain, especially returns could be an added advantage
• The role requires the person to be quick thinker, innovative problem solver and ability to think on his feet will come in good stead.

Responsibilities

• Hunting New Accounts
• Business Development
• Enterprise Account & Sales Management – grow SOW
• Manage the entire sales cycle
• Maintain High level of customer satisfaction
• Pipeline management, Accurate Sales forecasting, Sales Negotiations and Business Closure.
• Exceeding Monthly and Quarterly Sales Targets

Desired Candidate Profile

• 3-5 years Sales Experience (preferable -Software, Consulting, Solution Sales, Concept Sales)
• Excellent Communicator, Presentation and writing Skills
• Business Development & Hunting New Accounts in SW/Consulting Solution Sales, Should know Concept Selling.
• Entrepreneurial mind set, Problem solver, quick thinker, Passionate, self-motivated, a self-starter with innovative mindset
• Willing to work in a fast-paced environment, where you need to be able to adapt effectively to changes.
• Excellent time management and prioritization skills.
• Experience in Supply Chain, Logistics Solutions may be an added advantage

Key skills:

Business Development, Enterprise Sales, Consulting Selling experience, Concept Selling, Solution Sales, Software Sales

Salary: 8 to 12 lakhs P.A.

Functional Area: Sales & Business Development, Hunting New accounts, Enterprise Account & Relationship Management

Role: Enterprise Sales & Business Development Manager

Education:

MBA or Equivalent with 3-5 years’ experience in SW/Consulting Solution Sales, Concept selling

Location: Mumbai, Delhi,

What you need to have:

We at TechUnity Inc, is looking for a .Net developer to build software using languages and technologies of the .NET framework. Your goal will be to work with internal teams to design, develop and maintain software.

Responsibilities

• Participate in requirements analysis
• Collaborate with internal teams to produce software design and architecture
• Write clean, scalable code using .NET programming languages
• Test and deploy applications and systems
• Revise, update, re factor and debug code
• Improve existing software
• Develop documentation throughout the software development life cycle (SDLC)
• Serve as an expert on applications and provide technical support

Requirements and skills

• Proven experience as a .NET Developer with MVC knowledge
• Familiarity with the ASP.NET framework, SQL Server and design/architectural patterns (e.g. Model-View-Controller (MVC))   Knowledge of at least one of the .NET languages (e.g. C#, Visual Basic . NET) and HTML5/CSS3
• Familiarity with architecture styles/APIs (REST, RPC)
• Understanding of Agile methodologies
• Excellent troubleshooting and communication skills
• Attention to detail
• BSc/BEin Computer Science, Engineering or a related field
• The candidate should be from the Coimbatore location
• The candidate must have a two-wheeler
• Willing to work US timings ie 02:00 PM to 11:00 PM IST

Key Skills Required :

1. Proficiency in Python 3.x based web and backend development
2. Solid understanding of Python concepts
3. Strong experience in building web applications using Django
4. Experience building REST APIs using DRF or Flask
5. Experience with some form of Machine Learning (ML)
6. Experience in using libraries such as Numpy and Pandas
7. Hands on experience with RDBMS such as Postgres or MySQL including querying
8. Comfort with Git repositories, branching and deployment using Git
9. Working experience with Docker
10. Basic working knowledge of ReactJs
11. Experience in deploying Django applications to AWS,Digital Ocean or Heroku

Responsibilities :

1. Understanding requirement and congributing to engineering solutions at a conceptual stage to provide the best possible solution to the task/challenge
2. Building high quality code using coding standards based on the SRS/Documentation
3. Building component based, maintainable, scalable and reusable backend libraries/modules.
4. Building & documenting scalable APIs on the Open Spec standard
5. Unit testing development modules and APIs
6. Conducting code reviews to ensure that the highest quality standard are maintained
7. Securing backend applications and APIs using industry best practices
8. Troubleshooting issues and fixing bugs raised by the QA team efficiently.
9. Optimizing code
10. Building and deploying the applications