Customer Support

Responsibilities for backup engineer

Document configurations and maintain documentation to be utilized by the infrastructure team

Periodically inventory equipment and manage build materials

Adhere to existing data center installation best practices and provide input on site specific best practices as necessary

Install / decommission backup software and other related IT equipment in the data center

Troubleshoot all system issues and incoming support requests

Support any legacy backup environments

Must be willing to work weekend hours and within set maintenance schedules

Certification of new Hardware

This role requires customer engagement

Key Contributor to the formulation and maintenance of an enterprise-wide backup and recovery strategy to ensure timely and effective restoration of IT services and resumption of business activities

Qualifications for backup engineer

Advanced knowledge of Netbackup including the command line environment

Must be able to work on multiple projects and prioritize accordingly with demonstrated time management skills

Possesses excellent troubleshooting and resolution skills

Maintain current knowledge of backup hardware, software, standards, best practices, and industry trends

1 + years of relevant, hands-on experience in Enterprise Backup and Recovery utilizing EMC Data Domain, Quantum tape libraries, EMC VTL, NDMP Backups, Veritas Net Backup, Veritas Backup Exec, Azure Backup, Net Backup Ops Center

Good understanding of the automation tools and scripting including PowerShell

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams

Role Overview

First and foremost, we're looking for people who are excited about what we're doing—you don't need to know anything about the HRTech ecosystem, but should be excited to learn.

We're looking for a Customer Support Intern to join our Customer Service Team.
The ideal candidate will have excellent verbal and written communication and problem-solving skills, loads of empathy towards customers. This profile requires high efficiency and the ability to document and improve processes that are high on repetition. 

The person in the role will -

• Communicate effectively with internal and external customers via phone, email and chat.

• Attend customer calls to capture notes on customer feedback, action items and next steps.

• Follow up with customers to ensure their technical issues are resolved.

• Evaluate ways to improve customer experience and contribute to development of solutions.

• Liaise with the Operations/ Product/ Sales team.

• Share feature requests and effective workarounds with team members.

• Gather customer feedback and share with our Product, Sales and Marketing teams.
  
  Requirements

  • Candidates must have strong written and verbal communication skills and have a desire to learn more about corporate operations.

  • Strong team building, time management, and organizational skills.

  • Problem solving, creative, organized and detail-oriented.

  • Tackle problems in a creative and logical ways and identify solutions

  • Should be tech savvy.

  • Proficient in using Google Docs, Slides and Sheets.
    
    Note: Please note this is a full time internship opportunity and a person should be available for a minimum of 6 months duration for internship.
    
    

    Benefits

    What’s in it for you?
    
    We are a 100% remote company so work from anywhere in India. At Springworks, we invest in the employee experience. Business is not done alone, but by a team. The greatest asset at Springworks are its people and we are on a mission to build the best, most talented and happiest team we can. To be successful in the longer run we cannot do it without a motivated and energized team.We believe in higher education and life-long learning and provide our employees to learn and upgrade their skills and evolve. Competitive Compensation & Benefits and a good Health scheme to take care of their mental, physical and social wellbeing.
    
    Glassdoor rating of 4.8. You got to read it to believe it:
    https://www.glassdoor.co.in/Overview/Working-at-Springworks-EI_IE1013270.11,22.htm">https://www.glassdoor.co.in/Overview/Working-at-Springworks-EI_IE1013270.11,22.htm
    
    We are a remote first Company thus, complete Work From Anywhere policy is applicable.
    
    Perks:
    
    

    1. Paid Internship (Monthly stipend upto INR: 21,000).
    2. Rewards and recognitions (Surprise gift/Voucher for Intern of the month).
    3. Learning & development budget ( Up to INR 21,000/-).
    4. Monthly reimbursement for Internet expenses - Upto INR 1500.
    5. Yearly OTT reimbursement (up to Rs.1500 per annum).
    6. Fitness reimbursement (Up to Rs. 1000 per month).
    7. Health Insurance.
    8. Food Allowance/ Reimbursement - Rs. 500 added to your payroll - no bills to be uploaded.

    
    See what our past interns have to say about their experience -https://www.youtube.com/watch?v=1G3a-fkMAtU"> Interns @Springworks

     

About the company

NoBroker.com is world's largest C2C marketplace in online real estate. With cumulative 50 lakh customers, it has grown 10X in last one year. With three rounds of funding of $71 mn, it is well funded by key US, Indian, Japanese & Korean investors like General Atlantic, SAIF Partners, KTB ventures and BeeNext. It is headquartered in Bangalore with a team of 4000+ people.

Qualification and Education Requirements:

 Education- Graduation/HSC qualified.

 Excellent verbal and written communication skills.

 Good Interpersonal skills, numerical and analytical ability.

 Decision making skills.

 Language required: English & Hindi mandatory +Kannada/Tamil/Marathi preferred.

 Proficient in MS-Office (Excel, Word).

 Should be flexible for day shift- (9-hour of login between 8 AM - 10 PM).

 Comfortable with working 6 days a week and the week off will be on weekday.

Employee Value Proposition:

 Employee health insurance of Rs 1 lakh per year. Premium is paid by the company.

 Employees get free lunch and snacks.

 Employees are promoted every 6 months. Outstanding performers get promoted every quarter.

 Monthly reward and recognition to outstanding performers.

 Accelerated growth of employees and can become Assistant Manager in as early as 2 years.

 Regular team parties and Annual Day outing for all employees.

Role and Responsibility – Customer Service Executive

 Inbound calling for customer service.

 Identify and assess customers’ needs to achieve satisfaction.

 Build sustainable relationships and trust with customer accounts through open and interactive communication.

 Provide accurate, valid and complete information by using the right methods/tools.

 Handle customer complaints, provide appropriate solutions and alternatives within the

time limits; follow up to ensure resolution.

 Keep records of customer interactions, process customer accounts.

 Follow communication procedures, guidelines and policies.

 Take the extra mile to engage customers.

• Employee need to attend the calls and help the existing customer with there queries .
• There are no Targets 
• No sales
• Inbound Process.

Facility :

1. Pick and drop
2. Rotational Shifts
3. Rotational offs
4. Bank Holidays offs

• Delivering a comprehensive service to enquiring customers
• Possibly delegating certain customer enquiries to specific teams
• Managing a large number of incoming calls and emails
• Managing customers’ accounts
• Keeping a record of customer interaction and details of actions taken
• Communicating with internal teams to discuss sales targets
• Generating sales leads, building sustainable relationships where necessary
• Reporting back on results