
As a Customer Support Executive, you will be responsible for managing inbound calls through a dedicated support line and assisting with system-related queries. Your role involves documenting queries accurately, providing first-level support, and coordinating with the internal team for resolutions. This is a customer-facing role that requires strong communication skills, basic computer knowledge, and a service-oriented approach.
Key Responsibilities
Call Handling & Query Management
• Answer inbound calls on the dedicated support line with professionalism.
• Log and document customer/system queries accurately.
• Maintain structured records for tracking and reporting.
Basic System Support
• Provide timely and accurate first-level responses to customer queries, ensuring issues are resolved effectively.
• Guide the users through basic troubleshooting steps.
• Escalate unresolved or technical issues to the internal team.
Collaboration & Escalation
• Work closely with the internal support team to ensure timely resolutions.
• Communicate escalated issues with complete details for faster problem-solving.
• Follow up to ensure query closure and customer satisfaction.
Documentation & Reporting
• Maintain logs of queries and call outcomes for reference.
• Prepare simple reports on recurring issues and support trends.
• Share daily, weekly and monthly updates with the internal team.
Professional Communication
• Ensure clear, polite, and professional communication with customers. • Handle customer queries with patience and empathy.
• Represent SmartWinnr’s brand values in every interaction.

About SmartWinnr
About
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The Opportunity
Illumine Labs, Mumbai, is building a series of innovative digital knowledge products. These products are used for learning, education, counselling, behavioural change, etc. Some examples include e-books, counselling tools, habit-creating app, etc.
We are inviting UI-UX Designers who enjoy working with knowledge, can work with a vision, and can appreciate the technology aspects of the product - to be a part of the design & build team for assembling such digital knowledge products.
Your Role
- Rigorous thinking-through of product goals, product concept, architecture, flows, use cases, usage conditions/ constraints, etc. (in collaboration with the project team)
- Translating into interface designs and specifications for technology, and walkthroughs, communications, if any.
- Early testing with the project team & users and evolving it to a working solution.
- Collaborating with the technology team to develop a working product/ application.
- User testing with pilot groups and documentation of usage, and response to the product. Evolving the product and supporting adoption.
What will ensure that you enjoy working in Illumine & that you succeed in the role?
- You are driven by values and a love for excellence.
- You flourish in a commitment-based environment & have a habit of keeping your word (to clients and colleagues).
- You believe that client outcomes are more important than creative flourishes.
- You can work in an environment that has hard deadlines and that will challenge & push you to go beyond what you know or are comfortable with.
Who can apply
Engineers/ Architects/ Designers (or having any other background) with at least 3-4 years of experience in designing digital products.
Work at Illumine is breakthrough, innovative & challenging. Apply only if you seek challenge (not comfort & convenience) and are committed to making a real difference through your work.
About Us
Illumine is a purpose-based organization committed to nation-building. Our multidisciplinary team collaborates closely with government/ corporate/ educational institutions to unleash their people's potential and enable the collectives to find their own solutions. Our Large-Scale Interventions lead to positive and sustainable impacts on the ground.
Over the last 20 years, Illumine has designed, developed & deployed such interventions across some of the leading businesses (SBI, Tata Steel, Asian Paints, BPCL, Aditya Birla Capital, etc.), Educational institutions (Gujarat Technological University, Biju Patnaik University, IIT Delhi, 5000 CBSE schools, etc.) impacting ~42 lakh people across India.
Recent collaborations with the Capacity Building Commission, Govt. of India have led to cognitive transformation projects with the Indian Railways (for 1 lakh citizen-facing employees), Ministry of Home Affairs, and National Police Academy (for police persons in Union Territories & Delhi). There are more such prestigious projects in the pipeline that you can be a part of.
To learn more about Illumine
- Visit our websites: www.illumine.in | https://illuminefoundation.org/
- Explore our ideas: https://youtube.com/illuminelabs
- The philosophy that drives our work: https://srinivasv.com/
Job Description :
- Strong knowledge of PHP web frameworks -Laravel, CodeIgnitor
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- Understanding the fully synchronous behavior of PHP
- Understanding of MVC design patterns
- Thorough understanding of front-end technologies, such as JavaScript, HTML5, and CSS3
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- Developing back-end website applications.
- Creating servers and databases for functionality.
- Ensuring cross-platform optimization for mobile phones.
- Ensuring responsiveness of applications.
- Working alongside graphic designers for web design features.
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- Designing and developing APIs.
- Meeting both technical and consumer needs.
- Staying abreast of developments in web applications and programming languages.
Full Stack Developer Requirements:
- Degree in computer science.
- Strong organizational and project management skills.
- Proficiency with fundamental front-end languages such as HTML, CSS, and JavaScript.
- Familiarity with JavaScript frameworks such as Angular JS, React, and Amber.
- Proficiency with server-side languages such Java, PHP, and .Net.
- Familiarity with database technology such as MySQL, Oracle, and MongoDB.
- Excellent verbal communication skills.
- Good problem-solving skills.
- Attention to detail.
Experience Required:
- The candidate must at least have a total experience of 1-4 years in the relevant field.
- The candidate must have basic knowledge regarding data structure and algorithm.
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Location: Indore (WFO)
Own laptop is mandatory.
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Build generic connectors to interact with these technologies.
Design, implement, deploy and maintain the connectors.
Minimum Qualifications
Bachelor’s degree in Computer Science or related fields.
Experience needs to be around 8+ years
Strong problem-solving skills.
Ability to understand the technology and its APIs in quick time.
Strong design pattern fundamentals.
Good core java skills like Multi-threading, collection framework.
Good communication and mentorship skills
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- Experience debugging using popular JavaScript-based tools like Chrome Developer Console.
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