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.
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Job Details
- Job Title: Delivery Manager
- Industry: IT- Services
- Function - Information technology (IT)
- Experience Required: 15-18 years
- Employment Type: Full Time
- Job Location: Hyderabad
- CTC Range: Best in Industry
Preferred Skills: Excellent Communication & Stakeholder Management, Delivery Leadership, Scaled Agile, Program Governance, Cybersecurity Delivery, Executive Communication
Criteria:
1. 15+ years of experience in IT Services / System Integration / Cybersecurity services companies.
2. Must have handled enterprise client implementation projects (not internal product development only).
3. Proven ownership of end-to-end project delivery including transition to support/AMC.
4. Managed multi-stream technology implementation programs
5. Experience handling BFSI / Ecommerce / Retail / Enterprise clients.
6. Strong executive stakeholder handling and governance reporting
7. Strong hands-on exposure to SDLC delivery models
8. Prior experience delivering Cybersecurity / IAM / Cloud Security / Infrastructure / Enterprise IT projects.
9. Clear understanding of delivery governance, risk management, and milestone control.
10. Candidate must have PMP, AWS certifications for this role.
Note- Only Male candidates will be considered for this role.
Job Description
Head – Project / Delivery Management
Role Overview
We are seeking a highly experienced Project / Delivery Leader responsible for end-to-end delivery of all organizational projects, ensuring quality, timeliness, cost efficiency, and customer satisfaction.
This role demands strong expertise in scaled Agile delivery, SDLC management, cybersecurity projects, stakeholder leadership, and large-scale program execution.
Key Roles & Responsibilities
- Responsible for delivery of all projects across the organization.
- Lead project management across all SDLC delivery methodologies.
- Ensure successful project completion, handover, and future opportunity enhancement.
- Ensure seamless transition of implementation projects to support.
- Manage large-scale programs and multi-team environments.
- Strong decision-making and problem-solving capability.
- Expert client stakeholder management and executive communication.
- Present roadmap status, risks, and issues to executive leadership and mitigate roadblocks efficiently.
- Keep teams aligned with process standards at every stage.
- Monitor project progress and drive performance improvements.
- Prepare and present status reports to stakeholders.
- Own Cost / Quality / Timelines / Cybersecurity deliverables for allocated projects.
- Maximize resource utilization and proactive upskilling based on future demand.
- Ensure Customer Satisfaction (CSAT ownership).
- Complete delivery team management.
- Attrition optimization and team stability management.
Mandatory Skills & Experience
- 15+ years of proven experience in Project/Delivery Management (minimum exposure to Business Analysis).
- Strong expertise in scaling Lean & Agile practices across large development programs.
- Experience managing scaled Agile frameworks such as SAFe, DAD, Scrum, Kanban, or other iterative models at scale.
- Working knowledge of all SDLC delivery models.
- Excellent people and project management skills.
- Strong communication and executive presentation skills.
- Strong analytical and problem-solving ability.
- Experience working in small-scale organizations handling large enterprise clients.
- Proficiency in productivity tools – MS Excel, MS PowerPoint, MS Project.
- Prior experience handling Cybersecurity projects in BFSI, Ecommerce, Retail domains.
Educational Qualifications
- Engineering (CSE/ECE/EEE preferred) + MBA from reputable institutes.
- MBA specialization in Systems / Organizational Management / IT Business Management preferred.
- Management programs from reputed institutes such as IIMs are an added advantage.
- Entire education from English medium.
Additional Requirements:
- Male candidate only
- Clean shave and business formals (Grooming Policy)
- Work from Office only
Certifications
Mandatory:
- PMP
- AWS Certification
Good to Have:
- ITIL
- Certified Scrum Master
- PRINCE2
- CISSP
- CISA
marketing solutions.
We specialize in helping SaaS companies scale efficiently by delivering tailored digital marketing services such as PPC, Paid Social, and growth hacking. Our customer-centric approach leverages cutting-edge tools & techniques to ensure measurable results and accelerated business growth.
The opportunity
Before you read another word, take a quick peek at who we really are: https://bit.ly/4igeveS
What you'll actually be doing
As our Sales Development Representative (SDR), you'll play a crucial role in our expansion and revenue growth. Your key responsibilities:
- Reaching out to the B2B SaaS prospects in North America through cold-calls, emails, and LinkedIn, to initiate conversations and qualify leads
- Identify customer needs and decision-making processes to generate qualified opportunities and set demo meetings
- Accurately record and track all sales activities, leads, and opportunities in the CRM system
- Convert cold prospects into opportunities and meet your targets of 30 demo calls per month and 10 opportunities per month
- TimeZone: CST/EST
We're interested in the people who:
- Have at least 2 years of relevant work experience
- Communicate with clarity and persuasion
- Can spot promising prospects quickly
- Work autonomously with clear metrics
- Show genuine interest in our solutions
If you are hungry, smart, persistent , we want to hear from you!
What we offer:
- CTC: 10- 12 LPA
- Hybrid preferred, but fully remote might work
- Health insurance
- Fast-paced startup environment with plenty of learning & growth opportunities
You'll be working directly with the founders with rich industry experience across Investment Banking, B2B SaaS leadership, Corporate Strategy, ISB, and IIT.
If you are eager to learn, thrive in a dynamic & goal-oriented environment, and enjoy connecting with people, we want to hear from you!
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Should have: -
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- Strong Knowledge in Angular 8 & .Net Technologies (.Net Core, MVC, Entity Framework, etc.).
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- Test and deploy applications and systems
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PostgreSQL- Experience - 6-10 years
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- - should be able to work independently with no handholding
- - the ability to work with C/C++ code on Windows/Linux platforms
- - Database knowledge of MSSQL, Oracle, MySQL/MariaDB, ideally other ones too: Saphana, Teradata, Postgres.
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- - should be able to understand secure coding practices
- - should have the Ability to work independently and with the team across different time zones
C++Software Engineer – C++ (3-6 years of experience)
1. Telecom/Volte LTE 2g 3g Preferred
2. Programming knowledge of multi-threading, sockets, IPCs.
3. Well versed with std and boost libraries.
4. Working knowledge of GNU compilers, optimization techniques on Unix/Linux based systems.
5. Proficient in debugging tools like GDB/Valgrind and profiling tools like oprofile.
6. Knowledge of Diameter (AAA) Stack
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- Hands on experience in multi-threaded design techniques and implementation
- Good hands-on experience on data structures and algorithms
Required Skills: GSM, Linux, Networking, infrastructure, VOIP, PHP, Perl, SIP, troubleshooting, Python,HTML
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Java
Spring Boot* Understanding of building architecture from product requirements.
* Experience of leading teams of developers to maximise performance.
* Knowledge of Multithreading, Thread Pooling, Background Jobs and Schedule Jobs with supporting tools and libraries.
* Working on Microservices based architecture using spring cloud, distributed application pattern and multiple data source management in the application.
* Working on Linux and Windows based OS and their command line tools.
* Working with unit testing frameworks.
* Object-Oriented development and Metaprogramming.
* Experience in working with the SQL Databases (MySQL or PostgreSQL) and No SQL. Databases (Cassandra or MongoDB).
* Knowledge of server configuration management and deployment techniques. Good to have experience in handling DevOps tools like Jenkins and containerization using Docker.
* Experience in working with different AWS cloud services.
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OUTCOMES EXPECTED:
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Analytical and Problem Solving Skills
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Efficiency and Execution
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Hard Work and Persistence
- Possesses a strong willingness to work hard and sometimes long hours to get the job done.
- Demonstrates determination and willingness to go the distance to get something done.
Flexibility and Adaptability
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Calm under Pressure
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Team Player
- Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship. Works proactively without always being told what to do.
Location : Andheri East
Notice Period: Immediate-15 days
Responsibilities:
1. Study and transform data science prototypes.
2. Design NLP applications.
3. Select appropriate annotated datasets for Supervised Learning methods.
4. Find and implement the right algorithms and tools for NLP tasks.
5. Develop NLP systems according to requirements.
6. Train the developed model and run evaluation experiments.
7. Perform statistical analysis of results and refine models.
8. Extend ML libraries and frameworks to apply in NLP tasks.
9. Use effective text representations to transform natural language into useful features.
10. Develop APIs to deliver deciphered results, optimized for time and memory.
Requirements:
1. Proven experience as an NLP Engineer of at least one year.
2. Understanding of NLP techniques for text representation, semantic extraction techniques, data
structures and modeling.
3. Ability to effectively design software architecture.
4. Deep understanding of text representation techniques (such as n-grams, bag of words, sentiment
analysis etc), statistics and classification algorithms.
5. Hands on Experience of Knowledge of Python of more than a year.
6. Ability to write robust and testable code.
7. Experience with machine learning frameworks (like Keras or PyTorch) and libraries (like scikit-learn)
8. Strong communication skills.
9. An analytical mind with problem-solving abilities.
10. Bachelor Degree in Computer Science, Mathematics, Computational Linguistics.
Javascript
HTML/CSSAngular (2+)
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon