As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.
This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.
Key Responsibilities
1. Customer Issue Resolution & Productivity:
- Handle inbound calls, chats, and email tickets professionally and efficiently.
- Ensure accurate ticket creation and categorisation in the CRM for every interaction.
- Resolve customer issues within defined SLAs (majority within 4 business hours).
- Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.
- Maintain high availability and responsiveness during assigned shifts.
2. Customer Experience & Satisfaction:
- Deliver a positive, empathetic, and solution-oriented experience on every interaction.
- Maintain high CSAT scores by setting correct expectations and closing issues completely.
- Ensure customers clearly understand the resolution provided before closing tickets.
3. Ownership & Accountability:
- Take end-to-end ownership of assigned tickets until closure.
- Avoid unnecessary escalations by resolving issues at first touch wherever possible.
- Proactively follow up on pending cases and ensure closure within SLA.
- Escalate only when required, with complete context and documentation.
4. Revenue Signals, Cross-sell & Proactiveness:
- Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
- Highlight relevant MyOperator products or features based on customer needs.
- Share opportunities clearly with the Account Manager via CRM or defined processes.
5. Process Adherence & CRM Hygiene:
- Follow defined support processes, workflows, and communication guidelines.
- Ensure accurate and timely updates in CRM for all tickets and interactions.
- Participate in new process rollouts, tool adoption, and team initiatives.
Skills & Competencies:
Must-Have Skills:
- Strong verbal and written communication skills (English required; Hindi/regional language is a plus).
- Customer-first mindset with problem-solving ability.
- Ability to multitask across calls, chat, and tickets.
- Comfortable working with CRM tools and support dashboards.
- Willingness to work in shifts, including weekends if required.
Good-to-Have:
- Prior experience in B2B SaaS, telecom, or customer support roles.
- Experience handling chat or omnichannel support.
- Basic understanding of CRM or cloud communication platforms.
Behavioural Expectations:
- Ownership-driven: sees problems through to closure.
- Process-oriented but customer-centric.
- Comfortable working with targets, SLAs, and scorecards.
- Open to feedback, coaching, and continuous improvement.
- Team player who collaborates well with TLs and Account Managers.
Shubham Vishwakarma
Full Stack Developer - Averlon
About MyOperator - VoiceTree Technologies
About
MyOperator is a Business AI Operator and a category leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform.
Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single no-code platform.
Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.
Company video
Company social profiles
Similar jobs
Job Title: Regional Sales Manager – East
Location: Kolkata (Base Location)
Reporting To: National Sales Manager (NSM)
Male candidates only
About the Company:
A fast-growing, innovation-driven organization in the medical equipment industry, dedicated to developing cutting-edge diagnostic technologies that enhance accessibility and efficiency in healthcare. The company offers advanced, affordable solutions such as smartphone-powered microscopes and AI-assisted diagnostic tools used widely across hospitals, laboratories, and clinics.
Role Overview:
We are looking for a result-oriented and dynamic Regional Sales Manager – East (Male Candidates Only) to lead and expand sales operations across the Eastern region of India. The role involves driving sales growth, managing the regional team, and strengthening relationships with key stakeholders in the medical and diagnostic ecosystem.
Key Responsibilities:
- Manage and grow sales operations across West Bengal, Odisha, Bihar, Jharkhand, Assam, and other North-Eastern states.
- Develop and implement effective regional sales strategies to achieve and exceed business targets.
- Identify new business opportunities and expand the distributor/dealer network.
- Lead, mentor, and motivate the regional sales team for maximum productivity.
- Build and maintain strong relationships with doctors, lab managers, hospitals, and distributors.
- Track market trends, competitor activities, and provide market intelligence to the NSM.
- Represent the company at regional exhibitions, trade shows, and marketing events.
Requirements:
- Bachelor’s degree in Science, Pharmacy, Biomedical, or a related field (MBA preferred).
- 4–6 years of experience in medical device or diagnostic sales, including 2–3 years in a managerial role.
- Must have prior experience in the medical equipment or diagnostic industry.
- Proven leadership, communication, and negotiation skills.
- Strong understanding of the Eastern Indian healthcare market.
- Willingness to travel extensively across the assigned region.
Perks & Benefits:
- Competitive salary + performance-based incentives
- Travel allowance and expense reimbursement
- Continuous learning and professional development
- Opportunity to work with cutting-edge diagnostic technologies in a high-growth organization
- 6 working days per week
- Target-based role
Role: Motion Graphic Artist (Fresher)
Experience: Freshers
Openings: 3 openings
Job Type: Full time, onsite
Qualifications:
- Bachelor’s degree in Graphic Design, Animation, Multimedia, or related field.
- Proficiency in Adobe Creative Suite (After Effects, Premiere Pro, Photoshop, Illustrator).
- Basic understanding of 2D/3D animation.
- Strong creative skills and attention to detail.
- Good communication and teamwork skills.
- Ability to manage multiple projects under tight deadlines.
- Portfolio showcasing motion graphics work is a plus.
jQuery
HTML/CSS
JavascriptFront end Developer (Angular)
- You are your own master. We don't preach you, we just allow you to Innovate, Iterate, Learn and Adapt
- Work with one of India's leading fintech unicorn company
- ESOPs in the company
Requirements
- At least 3-12 years of Frontend development experience
- BE/BS in Computer Science, Management and Information Systems, or equivalent
- Problem Solver: Ability to formulate/implement technical solutions, proven ability to understand, analyze, and
solve issues with guidance.
- Should have executed a production level end to end UI application on his own
- A hands-on contributor who played an important role in implementing the proposed architecture and design
- Excellent command over HTML5, CSS,Javascript,Jquery,Ajax,MVVM. Proficient understanding of web markup.
- Expert Level proficiency of Bootstrap, Angular.js (Angular Latest version preferred), Framework.
- General Familiarity with Node.js, Ember.js, Can.js, React.js
- Proficient in unit test cases for UI applications functionality and flow testing using Jasmine/Karma Framework
- Good knowledge of caching and memory management for UI applications
- Exposure to data visualization libraries such as D3.js
Roles and Responsibilities
- Collaborate with cross-functional teams to define, design, and push new features and innovative front-end
solutions. Translate UI/UX design wireframes to actual code that will produce visual elements of the application.
- Continuously discovering, evaluating, and implementing new technologies to maximize development efficiency.
- Provide technical leadership towards new UI architectures.
- Unit-testing code for robustness, including edge cases, usability, and general reliability.
- Create and be accountable for user interaction models, workflows, information architecture, prototypes, and
guidelines for user interfaces.
- Work closely and collaborate with other members of the development teams to ensure smooth integration of the UI component with back end technologies
- Designing and building responsive web applications.
Vue.js
AngularJS (1.x)
Angular (2+)
React.jsJavascriptmavQ is seeking a motivated Lead FullStack Enginner to join our team. mavQ is a low-code Artificial Intelligence platform that enables organizations to build fast, cohesive, and user-friendly applications to digitally transform while creating valuable insights. mavQ offers AI-enabled products such as Intelligent document processing, a contact center platform, a suite of electronic research administration tools, DataX- a data orchestration and pipeline tool with a built-in machine learning workbench, and more. mavQ also offers professional services for full-stack development and AI services on the multi-cloud ecosystem. Learn more...
You will be an integral member of the Professional Services team dedicated to work on the recently acquired mavQ’s Electronic Research Administration products built on a REST based Java platform running in Tomcat. The work is about 70% implementation and new development and 30% maintenance.
Skills Required:
- At least 8 years of experience with Frontend and Backend Technologies.
- Experience in Java, Spring, API Integration, Angular, Frontend Development.
- Ability to work with caching systems such as Redis.
- Good understanding of cloud computing & Distributed systems.
- Experience in people management.
- Capability of working within a budget of hours and completing projects by a deadline to appropriate quality standards
- Communicate clearly and ask clarification questions, dig deeper.
- Ability to work from visual and functional specifications
- Work with a positive attitude even when circumstances may be unfavorable
- Understand RESTful APIs, MVC concepts, and how to effectively use SVC systems
- Ability to work effectively in a team of developers and representatives of other functional groups, such as design
- Good Experience in CI/CD, Kubernetes, Test suits, Docker.
- Good Understanding of the Command line.
- Good with client Interaction.
Roles & Responsibilities:
- Effective Problem Solving Skills. Assist the team with debugging & guidance when needed.
- Responsible for managing a team of 8-10 developers.
- Lead the product’s technical domain with full authority.
- Assist the product & project management teams with setting timelines & priorities for feature development.
- Drive good coding standards & development practices in the team.
- Own the code review process for the team & ensure high quality work.
- Assist with system & architecture design & research into new technologies.
- Be involved with client communications when needed from a product sales perspective.
What we offer:
- Group Medical Insurance (Family Floater Plan - Self + Spouse + 2 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
- An option of Paytm Food Wallet (up to Rs. 2500) as a tax saver benefit
- Monthly Internet Reimbursement of upto Rs. 1,000
- Professional Development opportunities through various MTX sponsored certifications on multiple technology stacks including Salesforce, Google Cloud, Amazon & others
***
Angular (2+)AngularJS (1.x)JavascriptHTML/CSS- Designing and developing user interfaces using angular best practices.
- Adapting interface for modern internet applications using the latest front-end technologies.
- Writing JavaScript, CSS, and HTML.
- Developing product analysis tasks.
- Making complex technical and design decisions for Angular projects-
React.js
MongoDB
Express- Responsible for team management, monitoring, reporting and proper and timely project execution
- Will lead a team of developers who will be responsible for building the product
- Work with senior management to define software requirements and take the lead on technical projects
- Develop high-quality software that is aligned with customer needs and business goals
- To ensure that software deliverables comply with quality standards and are completed on time
- Ensure maintenance of the organization’s operating systems and other technical equipment in use
- Document and demonstrate solutions by following the documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
- Experience with building scalable REST API with NodeJS (low-latency, high-availability)
- Experience with securing REST API - JWT, AES, RSA
- Very strong understanding of JSON and ability to convert business objects to JSON
- Production deployment of NodeJS REST API on Nginx
- Experience with databases - MongoDB, Redis
- Extremely competent with Javascript - objects, control structures,event loops, callbacks
- Basic understanding of front-end technologies, such as HTML5, and CSS3 - Thorough understanding of User authentication and authorization
- Experience with Creating database schemas that represent and support business processes
- Proficient understanding of code versioning tools, such as Git, AWS Code Commit, Gitlab
- Delivering the operating plan: the achievement of growth objectives including market share, revenue, profit, and return on investment for all the channels/categories of business.
- Responsible for process development of new and existing products and effectively managing the product pipeline portfolio
- Evaluating raw materials being used in products. Sourcing of new materials and ingredient
- Systematic research & analysis on the cost of developing new products
- Responsible for identifying marketing opportunities by analyzing and defining market share, competitor analysis and available product wise market share
- Responsible for managing and implementing marketing activities through research, strategic planning, and implementation
- Supervising the production of the Products Performing of stability studies of the finished Products
- Maintaining ongoing communication with Packaging, Procurement, Manufacturing and Engineering to insure a thorough understanding of emerging new ingredients, packaging and manufacturing technology. Incorporate this learning into new product development process
- Responsible for maintaining records, data, documents pertaining to assigned studies of Products Researches patents, copyrights and trademarks in order to make sure there are no infringement issues involved
- Ensuring that every phase of a particular project proceeds as scheduled and make necessary changes wherever required
- Keeping up to date with changes in the market and technology that would affect new product development
What you need to have:
- 5+ Years of experience in research and development of New product in personal care/FMCG
- Understanding composition/ingredient of the grooming products
- Degree in Biochemistry / Biotechnology / Chemistry
Kubernetes
Docker
Amazon Web Services (AWS)Experience and Education
• Bachelor’s degree in engineering or equivalent.
Work experience
• 4+ years of infrastructure and operations management
Experience at a global scale.
• 4+ years of experience in operations management, including monitoring, configuration management, automation, backup, and recovery.
• Broad experience in the data center, networking, storage, server, Linux, and cloud technologies.
• Broad knowledge of release engineering: build, integration, deployment, and provisioning, including familiarity with different upgrade models.
• Demonstratable experience with executing, or being involved of, a complete end-to-end project lifecycle.
Skills
• Excellent communication and teamwork skills – both oral and written.
• Skilled at collaborating effectively with both Operations and Engineering teams.
• Process and documentation oriented.
• Attention to details. Excellent problem-solving skills.
• Ability to simplify complex situations and lead calmly through periods of crisis.
• Experience implementing and optimizing operational processes.
• Ability to lead small teams: provide technical direction, prioritize tasks to achieve goals, identify dependencies, report on progress.
Technical Skills
• Strong fluency in Linux environments is a must.
• Good SQL skills.
• Demonstratable scripting/programming skills (bash, python, ruby, or go) and the ability to develop custom tool integrations between multiple systems using their published API’s / CLI’s.
• L3, load balancer, routing, and VPN configuration.
• Kubernetes configuration and management.
• Expertise using version control systems such as Git.
• Configuration and maintenance of database technologies such as Cassandra, MariaDB, Elastic.
• Designing and configuration of open-source monitoring systems such as Nagios, Grafana, or Prometheus.
• Designing and configuration of log pipeline technologies such as ELK (Elastic Search Logstash Kibana), FluentD, GROK, rsyslog, Google Stackdriver.
• Using and writing modules for Infrastructure as Code tools such as Ansible, Terraform, helm, customize.
• Strong understanding of virtualization and containerization technologies such as VMware, Docker, and Kubernetes.
• Specific experience with Google Cloud Platform or Amazon EC2 deployments and virtual machines.c
Android Development
Kotlin
JavaYou’ll be responsible for:
- Owning significant architectural and product areas of the platform
- You’ll make the key decisions and see them through to successful user engagement
- Delivering features that make a big impact on our growth journey
- Writing high-quality, highly-performant code
- Pushing changes every week
- Participating in code reviews and architectural discussions - we want you to bring your expertise to the team and make us all better engineers
You’ll be successful if you are:
- An expert with Kotlin and the rest of the Android ecosystem
- Collaborative and want to see the team succeed in its goals
- Practical about tradeoffs between speed and polish
- Passionate about showing others how to do something new
- Excited to join a small team that moves quickly
- Design, maintain and supply content for the organization's website.
- Formulate strategies to build a lasting digital connection with customers.
- A monitor company presence on social media.
- Launch advertisements to increase brand awareness.
- Bachelor's degree in Marketing or related field.
- Excellent understanding of digital marketing concepts.
- Experience with business to customer social media and content generation.
- Strong creative and analytical skills.
- Analytical Skills
- Social Media Marketing
- Marketing Campaigns
- Marketing Strategy
- Online Marketing
- Brand Awareness
- Content Strategy
- Content Management Systems (CMS)
- SEO
- Google Ads
- English Proficiency (Verbal and Written)
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon