Customer Support Executive

Role overview

1) Overall 5 to 7 years of experience. Node.js experience is must.

2) At least 3+ years of experience or couple of large-scale products delivered on microservices.

3) Strong design skills on microservices and AWS platform infrastructure.

4) Excellent programming skill in Python, Node.js and Java.

5) Hands on development in rest API’s.

6) Good understanding of nuances of distributed systems, scalability, and availability.

MTX Group Inc. (MTX) is seeking motivated Professional Development Consultants to join our team. Professional Development Manager will serve as a personal coach, dedicated to fostering consultant’s success and growth within the organization.

MTX is a global technology consulting firm that enables organizations to modernize through digital transformation. With data as the new currency, MTX helps transform long-term strategy with outcomes in mind around happiness, health and the economy. MTX improves decision-making with speed and quality by partnering with leading cloud technologies. MTX provides expertise across various platforms and technologies, including Google Cloud, Salesforce, artificial intelligence/machine learning, data integration, data governance, data quality, analytics, visualization and mobile technology. 

Responsibilities:

Workforce  Management :

• Manage the reporting team structure and oversee the daily activities of the reporting team, providing direction and guidance as needed
• Serve as a mentor to the team, actively engaging with them to ensure they maintain a high level of competence and operational excellence
• Identify and analyze potential risks related to the reporting team that may impact project success 

Talent Acquisition Support:

• Support talent acquisition efforts by participating in recruitment processes, conducting interviews, and providing input on hiring decisions to ensure alignment with team goals and objectives

Communication, Coordination and Collaboration:

• Communicate with team members and other stakeholders (VPs, Delivery Director, Project Teams, HR Team, etc), providing updates on projects, sharing important information, and ensuring everyone is on the same page
• Proactively keep HR updated about any key escalations, performance issues
• Build and maintain strong relationships with internal and external stakeholders, fostering collaboration and partnerships

Performance Management Process:

• Coordinate the performance appraisal process, collect feedback ratings & recommendations from stakeholders, and ensure compliance with organizational policies
• Leading career progression and associated financial impact projection of the reporting team
• Closely monitor the overall performance efficiency of the reporting team and work on ensuring progression of the team and overall increase in productivity 
• Evaluate the performance of team members, provide feedback, and ensure proper documentation as per HR processes
• Implement performance management plans (PMP) for team members whose performance is below the expected level
• Resolve conflicts within the reporting team to maintain a positive team dynamic and work closely with HR.
• Identify high-potential employees and develop talent pipelines to ensure continuity of key roles within the reporting team

HR Processes and Compliance

• Ensure compliance with company policies, procedures, and legal requirements 
• Communicate HR policies and processes to the team members, ensuring understanding and adherence

Analytics and Reporting

• Analyze performance data to identify trends, patterns, and areas for improvement
• Use this information to publish dashboards/reports and make recommendations.
• Compile and analyze HR metrics, such as performance, turnover, retention, and engagement, to identify trends and areas for improvement for team members within the assigned region

Learning and Development:

• Conduct skill gap analysis and provide the learning team with insightful training needs to reach established performance target goals
• Leads development programs that align employee growth with organizational goals, enhancing career opportunities
• Facilitates connections to essential internal and external learning resources, supporting continuous professional development

Skills Required:

• 5-8 years of experience in the IT industry with a strong understanding of the software development life cycle/ functional role progression
• Strong understanding of various stakeholders and their roles in an IT consulting organization
• Strong leadership skills and the ability to effectively manage a team, providing direction, guidance and mentorship. 
• Knowledge of learning and development with the ability conduct skill gap analysis and identify training needs to help manage career progression
• Good general understanding of how large-scale software systems are designed, built, tested, deployed, and delivered to customers
• Experience working across both startups and large organizations
• Strong experience with data analytics and presentation; experienced in interpreting performance data and statistics
• Competence in building and effectively managing interpersonal relationships at all levels of the company
• Should possess strong problem-solving skills to address challenges and make informed decisions
• Openness to change, embracing new technologies, and staying updated with industry trends
• Ability to explain complex processes and employee development milestones clearly
• Ability to think strategically and execute operationally

What we offer:

• Group Medical Insurance (Family Floater Plan - Self + Spouse + 4 Dependent Children)
• Sum Insured: INR 5,00,000/- 
• Maternity cover upto two children
• Inclusive of COVID-19 Coverage
• Cashless & Reimbursement facility
• Access to free online doctor consultation

• Personal Accident Policy (Disability Insurance) -
• Sum Insured: INR. 25,00,000/- Per Employee
• Accidental Death and Permanent Total Disability is covered up to 100% of Sum Insured
• Permanent Partial Disability is covered as per the scale of benefits decided by the Insurer
• Temporary Total Disability is covered

• Optional Food Wallet (up to Rs. 2500 per month) 
• Offered as a tax saver component
• Part of the special allowance component in the CTC

• Monthly Internet Reimbursement of upto Rs. 1,000 
• Professional Development opportunities through various MTX sponsored certifications on multiple technology stacks including Salesforce, Google Cloud, AWS & others

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Company Description

We are an SF-based stealth mode AI startup, building AI agents and automation tools for Marketing use-cases. We are ex-Big Tech, currently bootstrapped and working with a few design partners/early customers. We will be starting a fundraise in Q3 2024.

Role Description

This is a part-time remote role for a Founding Engineer (first engineering hire). This is an equity-only role, meaning compensation will be in the form of equity rather than a salary.

This role will be 30% applied research and 70% product engineering. The expectation is that you will be able to commit 15 hours per week for this role to begin with.

You will -

• Experiment with the latest AI technologies and research and put them into implementation.
• Have the freedom and responsibility to design and own projects from start to finish.
• Have opportunities to directly talk with customers and solve their problems!

About you

• Love to keep up with and dive into latest technologies in AI
• Move fast, ship quickly, has high urgency
• Energized about going from 0 to 1
• Enjoy high ownership and responsibility
• Familiar with no-code tools and frameworks
• Excited about working on AI-native user experiences

Requirements

• Bachelor’s or higher degree in Computer Science or a related field (Also open to university students for the right candidate)
• Knowledge of gen-AI systems (LLMs, model training/fine-tuning, agent frameworks, evaluation frameworks, vector DBs, RAG, etc)
• Experience in building and scaling backend systems and infrastructure
• Strong generalist, skilled with Python, cloud infrastructure (AWS).

What we offer

• Technical Ownership: You will own high level (and lower level) technical decisions for an early-stage startup, with mentorship from seasoned Engineering leaders from Silicon Valley.
• Equity: As a key initial hire, you will receive significant founding equity and ownership in the company.
• Growth: You will have a natural on-ramp to come onboard as a full-time, salaried Founding Engineer after a fundraise event.

Duties and responsibilities

• Responsible for the development of new highly responsive, web-based user interface
• Construct visualisations that are able to depict vast amounts of data
• Work and collaborate with the rest of the engineering team
• Work with the product team and graphic designers
• Learn and understand user interactions
• Develop a flexible and well-structured front-end architecture, along with the APIs to support it

Requirements and qualifications

• Experience in Work Frontend Frameworks like Bootstrap, MUI & Antd.
• Must have experience in ES6
• Hands-on experience with REACT REDUX
• Hands-on experience with REDUX SAGA or REDUX ToolKit
• Experience with HTML5 / CSS3
• Experience in creating REST API's based on NODE JS
• GraphQL is a plus
• Must have Git knowledge
• Team player
• Good time-management skills
• Good interpersonal and communication skill

Description :

• Good understanding of SharePoint Designer, IIS and web config files
• Experience with TFS/GitHub and PowerShell
• SharePoint Central Administration
• Experience with 3rd party controls/add-ons
• Extensive SharePoint development experience utilizing Visual Studio
• Exhibits excellent verbal and written communication skills.
• Work with stakeholders to understand the project requirement.
• Converts functional specifications of business requirements into programming specifications.
• Designs, codes, documents and implements high quality SharePoint / .Net solutions.
• Provides timely technical support and problem resolution for customer inquiries.
• Provides comprehensive and accurate work estimates.

Must Have Skills : 

• Experienced developing SharePoint Solutions leveraging SharePoint Framework, JavaScript, JQuery, Bootstrap, AngularJS, React, HTML, CSS, XSL, and XML, REST, C#, and .NET
• SharePoint Web Part, Site / App Page, Master Page, Business Connectivity Services development
• Extensive experience in SharePoint Workflow development and Nintex Workflow and Forms development or other like workflow products experience
• Experience with customizing master pages and site definition page layouts
• Experience w/ Migration tools e.g. Metalogix, ShareGate, AvePoint
• Understanding of industry standard development methods (e.g. RUP, SCRUM)
• Understanding of ITIL Framework.
• Experience with CSS, Branding implementation

Nice to have skills : 

• Experienced developing SharePoint Solutions leveraging SharePoint Framework, JavaScript, JQuery, Bootstrap, AngularJS, React, HTML, CSS, XSL, and XML, REST, C#, and .NET
• SharePoint Web Part, Site / App Page, Master Page, Business Connectivity Services development
• Extensive experience in SharePoint Workflow development and Nintex Workflow and Forms development Or other like workflow products experience
• Experience with customizing master pages and site definition page layouts
• Experience w/ Migration tools e.g. Metalogix, ShareGate, AvePoint
• Understanding of industry standard development methods (e.g. RUP, SCRUM)
• Understanding of ITIL Framework.
• Experience with CSS, Branding implementation
• Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.

About Company

Our client is a luxury home décor brand. It’s nothing less than a revolution in home décor industry- where technology enables world class home interior design.  

They are looking for someone who can build an e-commerce system which will give their clients all developments on their projects in a more systematic and organized manner.

Roles & responsibilities:

• Manage product lifecycle from ideation to launch and beyond, use data, creativity, and experimentation to constantly improve the product
• You will be responsible for leading a team of high performing individuals who own the entire product lifecycle from strategy to evaluation
• You will also work cross functionally to complete product roadmaps and discover new opportunities
• Create business models and analyze competitive landscape
• Develop and monitor data-driven analytics
• Mentor team to help them achieve individual & team objectives

• Create and manage a process that drives toward a scalable product portfolio that will in turn drive the organization’s product profitability

• Transforming the product ideas from their most formidable stages into actionable concepts, timelines, and projects while maintaining a serious consideration of the financial implications, and the overall objectives of the business
• Building and executing of new initiatives and roadmaps on the store front, understand the market, customers and build business cases for new product opportunities

Requirements:

• Master’s/Bachelor’s in software/computer engineering from a premier institute
• Well-versed with state of the art tech and its trends
• Must have 3-6 years of hands-on product experience working on building products or problem-solving in start-up e-commerce companies 
• One who understands products and working of the commerce ecosystem in depth and have a good understanding of funnels, sprint & agile ways of working, PRDs & wireframes.
• Are comfortable with ambiguity, believe in first principles and have the skill to transform broad ideas into action plans
• Proven record in product development, analytics, computer programming, and design.
• Superior ability to conceptualize, prioritize, and manage multiple projects with ease
• Critical thinker, Problem solver
• Should be a technical expert with an Entrepreneurial mindset

• Craft a coherent product vision, strategy, and roadmap
• Vision: Understand the company vision align the product vision and evangelize the same across the cross-functional teams
• Internalize  existing products and then align your team's mission, strategy, and roadmap with this direction
• Execute: This means being constantly biased towards action, being in the details with data, focusing on the most important problems, building strong collaborative relationships with other teams, always thinking of the customer first, and rapidly iterating towards something demonstrably awesome.
• Champion and ship bold product bets that will significantly alter the business trajectory.

• 4+ years of experience with a minimum of 2 years of experience in Product Management delivering highly successful and innovative products.
• Computer science undergraduate degree or equivalent plus hands-on software engineering experience.
• Analytical chops. You live and breathe data. You find a way to get the data you need and whip it into an insightful story with no help. You know how to wield it but also where it can lead you astray

• provide first, and second-tier (L1, L2) product support via Email, Social media, and our Forums.

• Resolving all customer issues in a time-bound manner. Comply with the SLA for issue resolution.

• Monitoring application processes, application logs and taking appropriate resolution actions in case of failures. Ask customers targeted questions to understand the root of the problem quickly.

• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues in using Enpass.

• Work closely with technical teams to investigate complex issues and enhance the quality of existing products.

• Document and follow-up customer suggestions for continued improvements to the Development Team.

• Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets.

• Taking ownership of customer issues reported and seeing problems through to resolution.

• Improve Product user-guide and FAQs.

• ONLY B.TECH CANDIDATES MUST APPLY. FRESHERS DO NOT APPLY.

• CANDIDATES WITH RELEVANT TECH SUPPORT EXPERIENCE ONLY MUST APPLY
• CANDIDATE MUST HAVE FLUENT ENGLISH SPEAKING SKILLS (BOTH WRITTEN AND VERBAL)