Customer Support Officer

About HighLevel:

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel - https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

Work with scale, our infrastructure handles around 30 Billion+ API hits, 20 Billion+ message events, and more than 200 TeraBytes of data

About the role:

We are seeking an experienced Engineering Manager to lead our Generative AI teams. You will inspire and manage a team of engineers, driving performance and innovation. Your role will include developing robust AI-driven products and overseeing strategic project management.

Team-Specific Focus Areas:

Conversations AI

-Develop AI solutions for appointment booking, forms filling, sales, and intent recognition

-Ensure seamless integration and interaction with users through natural language processing and understanding

Workflows AI

-Create and optimize AI-powered workflows to automate and streamline business processes

Voice AI

-Focus on VOIP technology with an emphasis on low latency and high-quality voice interactions

-Fine-tune voice models for clarity, accuracy, and naturalness in various applications

Support AI

-Integrate AI solutions with FreshDesk and ClickUp to enhance customer support and ticketing systems

-Develop tools for automated response generation, issue resolution, and workflow management

Platform AI

-Oversee AI training, billing, content generation, funnels, image processing, and model evaluations

-Ensure scalable and efficient AI models that meet diverse platform needs and user demands

Requirements:

• Expertise with large scale Conversation Agents along with Response Evaluations
• Extensive hands-on experience with Node.Js and Vue.js (or React/Angular)
• Experience with scaling the services to at least 200k+ MAUs
• Bachelor's degree or equivalent experience in Engineering or related field of study
• 5+ years of engineering experience with 1+ years of management experience
• Strong people, communication, and problem-solving skills

Responsibilities:

• Mentor and coach individuals on the team
• Perform evaluations and give feedback to help them progress
• Planning for fast and flexible delivery by breaking down into milestones
• Increase efficiency by patterns, frameworks and processes
• Improving product and engineering quality
• Help drive product strategy
• Design and plan open-ended architecture that are flexible for evolving business needs

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organisation stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Key Responsibilities : Able to understand functional specs and Solution, Architect Design scalable ecommerce solutions on SAP Hybris platform -Knowledge of cart, checkout, promotion, pricing, search modules, Loyalty, Order Management and Hybris Data Hub integration-Experience in Spring, Hibernate and other JEE technologies frameworks -Troubleshooting and bug fixing issues -Should have developed application supporting high transaction volume -Understanding the current Hybris system implementation and Customization.

Technical Experience : More than 8 yrs of exp of building commerce applications of which min 5 yrs on SAP Hybris Commerce Hybris Core, Hybris eCommerce Exp in Hybris 6, Data Hub Integration of Hybris using OCC Web services with systems like SAP Hybris Marketing, C4C and Data Hub Knowledge of B2C and B2BJava JEE Spring C HTML, CSS and JavaScript, jQuery, Eclipse, Ant Maven, Version control SVN, GIT Implemented app using Security Performance and tuning guidelines CI/CD, RDBMS SQL, MySQL, SOAP, REST

Professional Attributes : Communication skills Must have at least 3 years of experience in Leading a 8-10 team member team Analytical skills Presentation skills and ability to work under pressure.

Educational Qualification : Technical Graduate or PG

• Promote the company’s products/services addressing or predicting clients objectives.
• Qualify leads from marketing campaigns as sales opportunities.
• Conduct research to identify new markets and customer needs.
• Develop a sustainable sales pipeline to meet and exceed forecasted targets .
• Keep records of sales, revenue, invoices etc.
• Meet Sales target allocated .
• Build long-term relationships with new and existing customers.
• Identify opportunities by researching on targeted companies and contacts.

• Minimum 3 years of experience in information technology sales.
• Should have an experience in handling enterprise projects.
• Must have prior experience in closing and managing projects .
• Ability to create engaging presentations.
• Communication and negotiation skills
• Proven track record of client growth and retention.

• Five Days Working in a week
• Saturday & Sunday fixed off
• Ample scope for growth opportunities

- Generating business through online freelancing portal likes freelancer, upwork, guru etc.

- Good write proposals skill for projects

- Setup portfolio on websites and get projects through these websites

- Should be comfortable in client interaction

- Should have prior experience in software or Web Development Company.

- Candidates should be dynamic enough to achieve our monthly or quartely targets.

• Apply fundamental software engineering design principles and write effective, scalable code.
• Develop back-end components to improve responsiveness and overall performance
• Strong understanding of multi-threading, synchronization & performance analysis of web applications
• Highly experienced with developing RESTful API’s
• Integrate user-facing elements into applications
• Develop unit tests, automation and debug code
• Improve & maintain the functionality of existing systems
• Implement security and data protection solutions
• Understand the big picture, coordinate with internal teams to understand user requirements and provide technical solutions

• Bachelor’s degree in Computer Science, Information Technology or relevant field.
• 5+ work experience as a Python Developer
• Expertise in Django or at least one other popular Python web framework
• (like Flask or Pyramid)
• Excellent Python 3 development & debugging skills
• Knowledge of object oriented analysis & design as well as object-relational mapping (ORM) techniques
• Strong understanding microservices architecture & design patterns
• Strong understanding of RESTful API design principles, including good
• documentation of API using Swagger/OpenAPI specifications
• Familiarity with GIT
• Familiarity with microservices development & deployment, including CI/CD pipelines
• (e.g. Jenkins) and containerization platforms (e.g, Docker)
• Familiarity with front-end technologies (like JavaScript and HTML5)
• Excellent team spirit & exceptional problem-solving skills

• Reviews design specifications to understand the scope, requirements, and function of the software product.
• Preparation of test data and execution of test cases (including functional, system, regression, performance, API and database layer etc.)
• Identifies appropriate processes, parameters, functions, and data to test and validate; parameters may include general function, the validity of results, accuracy, reliability, and compliance with industry standards.
• Lead and participate in test case reviews with Business, Developers, other team members
• Estimate, prioritize, plan and coordinate testing activities
• Ensure that user expectations are met during the testing process
• Design, develop and execute automation scripts using open source tools
• When a product does not perform within specifications, reporting defects to programmers while identifying and recommending solutions, improvements, and updates.
• Identifies, logs, and recreates error codes, bugs, and defects.
• Draft quality assurance policies and procedures
• Investigate production issues
• Conducts testing to ensure products perform according to product requirements and within established guidelines.

Job description

Responsibilities and Duties:

· Use a variety of languages in order to create user-friendly web pages

· Define visual interfaces that adhere to and extend wireframes and specifications

· Build, maintain and improve company and client websites

· Work in a creative environment with a team of other professionals

· Optimize web applications for maximum speed, usability, and accessibility

· Actively seek to understand business requirements to develop solutions

· Keep up to date on the latest and emerging technologies as it relates to the position

· Use strong problem-solving skills with the drive to find solutions prior to escalation

Desired Candidate Profile

· At least 4-7 years of experience as a Web Developer

· Proficiency with HTML5, CSS3, Sass or LESS, Bootstrap 4, jQuery, JavaScript.

· Translate UI/UX design to actual code

· Person have basic knowledge of Adobe Photoshop.

· Person should be in good practices to develop clean, short and optimized html/css code.

· Basic Knowledge of Backend framework (Laravel, Codeigniter, etc) to work on view part

· Understanding of version control (GitHub, bitbucket, SVN)

· Proficient in Optimize Website for maximum speed and scalability

· Person should have expert in Responsive website designing.

· Must have expertise to make SEO compatible html codes.

· Strong critical thinking, troubleshooting and problem-solving skills

· Sense of ownership and pride in your performance and its impact on success

· A positive and friendly attitude

· Good time-management skills

· Great interpersonal and communication skills