Customer Support Specialist

Role & responsibilities

• Provide technical support to customers via email, phone, and ticketing system.
• Troubleshoot and resolve customer issues related to our API Services.
• Prepare customized reports for clients using SQL queries to extract information from database.
• Perform API integration in third-party applications.
• Run APIs in Postman / Unix command line to re-produce error conditions
• Document and track customer issues and resolutions in our ticketing system.

Preferred candidate profile

• Bachelor's degree in Computer Science or related field.
• 2+ years of experience in PHP development or Technical Support role.
• Strong knowledge of API integration and testing.
• Strong knowledge of PHP and MySQL.
• Excellent communication and interpersonal skills.

Perks and benefits

• Flexitime for Work-Life Balance
• Complimentary Office Meals
• Paid Sick Leave and Time Off
• Enjoy a Vibrant Workplace Culture

About iamneo

iamneo is a B2B Edtech Enterprise SaaS start-up founded in 2016. We specialize in providing Talent Upskilling, Talent Assessment, and Talent Transformation solutions for the ITeS, BFSI, and Education industries. Our key value propositions lie in IT Upskilling and IT Skill Assessments with auto-evaluation capabilities at scale.

As a bootstrapped profitable company, we have achieved a YoY growth rate of 100%. We have successfully onboarded esteemed corporate clients such as WIPRO, LTIMindtree, HCLTech, Virtusa, Hexaware, Gallagher, and more than 35 other customers. In the education sector, Manipal University, VIT, SRM, BITS Pilani, and 150+ institutes have embraced our solutions to digitally transform their on-premises labs into full-stack cloud labs with auto-evaluation technologies.

Our community is known for its futuristic vision, quality of work, steadfast loyalty, and unwavering commitment. If you are looking for a place to leave an impact, start your journey with iamneo.

THE ROLE 

We are looking for an experienced and detail-oriented Delivery Manager - Tech to join our Tech team at iamneo. The successful candidate will be responsible for managing the overall relationship with assigned clients, ensuring their satisfaction, increasing adoption, and retention. As a Customer Success Delivery Manager, you will work directly with customers to provide the necessary support to achieve their goals. 

RESPONSIBILITIES

• Manage client portfolios, analyze customer data and improve customer experience. 
• Develop, prepare, and nurture customers for account growth, handholding clients from sales closure to onboarding, training, governance, reporting, and providing continued support. 
• Identify and develop up-sell opportunities. 
• Advocate for customer needs and issues discussion & cross-departmental resolutions. 
• Understand proposal objectives, determine the scope of work, source information, collate and analyze information logically, and produce high-quality outputs in a timely manner. 
• Maintain a detailed repository and tracker to ensure all recent documents are added regularly. 
• Proactively liaise with stakeholders to receive timely feedback to enhance proposal/presentation development processes.
• Manage a team of Customer Success Engineers/Technical Support Engineers.
• Handle client escalations as needed.

WHAT WE ARE LOOKING FOR IN YOU...

• 7+ years of experience leading teams in customer-facing roles
• Strong project management abilities, and excellent technical writing, research, and communication skills.
• Basic understanding of tech stacks - Java, Javascript, Fullstack, Testing (Automation & Manual), python, C, C++, Angular.js, React.js, DBMS, etc., required
• Successful track record of managing at least Rs.20 crore in ARR
• Excellent written and verbal communication skills
• Proven record of driving adoption and growth of the install base
• Executive-level experience in a B2B customer success role with a fast-paced SaaS organization. 
• Excellent analytical, problem-solving, and decision-making skills 
• Worked in the software industry as a developer/tester/support executive early in their career would be a plus..

WHAT YOU GET AS PERKS

• Flexible work timings and no leave policy - We don't go behind timelines, we work for better products at flexible working hours. 
• No hierarchy - Everyone has open access to anyone in the team. 
• Medical insurance - We got you covered. We provide insurance for you and your family members. 

About your Role

At Fintech Primitives we are reimagining WealthTech from the ground up. We are a B2B fintech infra company with deep customer obsession. We currently power some of the fastest growing fintechs and enterprises. We are on a high growth track and need people like you to join us on this mission towards hyper-scale.

We are looking for Integration and Support superheroes to help our customers succeed. This is your chance to work directly with multiple fintechs / enterprises and help them realize their dreams of changing how investing works.

Your Career   

You will join the highly skilled team who are responsible for delivering Cybrilla’s Fintech Primitives services. You represent the company for the world outside, it’s that simple! When the customer closes technical sessions or queries they should feel confident about knowing our products and services. In short, they should be equipped with the tools to be successful. In short, they should be equipped with the tools to be successful. 

Responsibilities : 

 Your customers are developers here who are integrating Fintech primitives APIs, you make an impact by providing implementation, integration and operational guidance. You independently dive into the problem with the eye to both immediate resolution and follow-up through changes and automations.

This enables our customers to develop an awesome product!  

Diagnose and troubleshoot concerns 

1. Often customers may not know where the issue lies - so ask simple, accurate and complete data inputs to understand the problem and get started with root cause analysis and resolution.
2. Time is of the essence - by providing timely response and resolution within the SLA, you induce confidence and path to great relationship building with your customers.
3. Collaborate and coordinate with cross-functional teams (delivery, product, operations, engineering, related 3rd parties, customer) and look for ways to improve the velocity of issue resolution.
4. Handle interruptions \ technical upgrades via upfront communication, keeping customers up to date at all times until resolution.

Help customers implement product 

1. Be updated! - by continuously improving your technical and operational understanding of the product, you provide the latest and greatest product implementation assistance to the customers. 
2. Enable smooth integration of the product into customer’s business by resolving technical or operational queries at any stage of implementation.
3. Enable faster onboarding and go live by guiding them at every step of the implementation. 

Represent customer issues

1. Understand areas of product and service improvement during collaboration with internal teams and external customers.
2. Correlate technical and operational issues across product verticals as well as customer accounts.
3. Act as a customer advocate and drive enhancements and feature requests with internal teams on products and services. 
4. Utilize feedback to improve customer experience and debugging strategies.

Required Skills and Experience - 

 Must have skills -  

• 7 to 10 years of experience as a Customer Success Engineer.
• Problem-solving and troubleshooting skills.
• Strong will to provide customer services according to agreed SLA’s.
• Degree in Programming or scripting language and databases.

Good to have skills - 

• Exposure to mutual funds as an investor is preferable.

What’s in it for you?

• Opportunity to work on a unique developer first platform for the Indian wealth management industry.
• Opportunity to work with a highly respected & appreciated fintech company.
• Opportunity to solve deep domain and technology problems, at scale.
• Increasing your geek quotient, by attending meetups and conferences. Yes, we dig that stuff.
• Grow exponentially, by working in small and transparent teams.
• Who says you can’t make friends at work, we do!

Product Support Engineer works closely with the tech lead to drive the vision and plans, building and supporting with lovable technology first product that customers want.

• Troubleshooting tech issues by asking customers targeted questions.
• Providing customers with tech support via desktop solutions, chat functions, emails, and calls.
• Following up on technical queries and providing prompt feedback.
• Prioritizing customer queries and escalating serious technical issues to developers.
• Ability to relay important application feedback to developers

• You’ll experience growth as startup has turned profitable and become the leading Whatsapp solution provider for D2C businesses in India
• You’ll see a 30-people team becoming a 100-people and will grab the rarest opportunity to be in the room where company’s decisions are planned with founders, product and marketing leaders.
• You’ll love working with super-strong business and product teams, and fall in love with technology first approach to solve large scale tech problems.
• You will be rewarded with a competitive offer.

• 1-3+ years experience as tech support engineer
• Problem solving attitude

• Free snacks & grubs 🌭 every Christmas, Eid and Diwali from our beloved brands (check it out !)
• Mid term appraisal
• Health benefits
• Bring your dog to work 🐶
• Sponsored meet ups at resorts across India!

We are on a mission to help 30 million+ D2C brands and SMBs with automated sales and user acquisition on WhatsApp in India. In the first half of 2021, Businessonbot has grown 145% M-o-M in MRR and targets a massive wave of D2C businesses in India.

This year, we'd like to become the 1st and largest WhatsApp SaaS player of its kind in India. There’s never been a more exciting time to be in Businessonbot.

We are a fast-growing, venture-funded SaaS Company in the Customer Experience/CRM space based in US. We are seeking an experienced, customer-facing technical solutioning professional in a consulting role, who can work as a trusted advisor for our customers in pre-sales and post-sales implementation situations.

Responsibilities:

• Provide day to day technical and sales engineering support to sales team during presales situations

• Deliver technical presentations, product demos for prospective customers

• Implement and deliver custom demos when necessary for specific prospective customers

• Capture customer-specific requirements for customizations and 3rd party software (API) integrations required to deliver full solution into a documented Statement of Work (SoW) based on a standard template, to assist sales team to close deals

• Ensure implementation and customer success post-sales by doing an effective knowledge transfer of customer-specific requirements in the SoW to the implementation team

Required Experience:

5+ years minimum Software and/or SaaS industry experience working preferably in customer facing roles (pre-sales engineering or post-sales implementation or solution consulting)

Required Skills:

• Excellent English-communication and writing skills

• Comfortable in creating customer-facing technical presentations in Powerpoint, SoW documents in Word, and working with simple ROI-type Excel spreadsheets

• Good presentation skills - presenting PPT, demos, discussing SOW with customers over Zoom calls

• Experience in solution architecture - understanding customer use-cases, and advising customers on how we can adapt our product platform with customizations to deliver a solution meeting their needs

• Some hands-on programming experience - comfortable in writing simple custom scripts and HTML/XML/JSON that may be required to customize demos

Work Environment:

• Remote, India-based Consulting role but requires flexible work hours to cover customer activity in US timezones

• Primary tools: Mac or Windows PC, Outlook, Powerpoint, Word, Excel, Slack (for

collaboration), Zoom (for meetings), Smartphone (for iOS or Android mobile app demos)

• Adequate training will be provided on how to demo/use our products, setup demo environments, customization options, sample customization scripts/tools, sales presentations, SoW templates and other technical pre-sales tools

• Responsible for providing L1/L2 technical enablement to company customers/partners for any product issues 
• Ensure that the customer issues are managed within target Service Level Agreements (SLA) and all the incoming technical and product inquiries are responded to, in a timely, professional and effective manner. 
• Participate in solution development and publications for the company knowledge base resources 
• Report common user issues, suggest product improvements and convey important product feedback 
• Formulate action plans (technical and operational) for analyzing and resolving reported product issues 
• Stay updated on all product features- current, new & in the pipeline. Work closely with the Product 

Our Ideal Candidate:

• Comes with 2 to 6 years of Technical & Customer-Facing experience, preferably in a System Engineer, Technical Support, or Product Support role 
• Preferably someone from Engineering / MCA background
• Possesses thorough knowledge of Javascript, CSS & HTML 
• Gets a thrill in solving everyday problems. 
• That zeal to not let go of a customer without a solution. 
• Demonstrates impeccable communication and interpersonal skills, and the confidence to work directly with senior executives from large enterprise companies   
• Flexible to align with customers from the North American (9 PM to 6 AM), European (1 to 10 PM), or A&Z (6 AM to 3 PM) time zones, on a rotational basis 

Responsibilities

• Act as a bridge between the L1 Support team and the Engineering team
• Second level troubleshooting of the issues raised by L1 agents
• When required escalate tickets with product/engineering team for the same, and connect with the relevant stakeholders to get them to closure
• Work with the Product team to prioritise the issues
• Work with upstream providers to prioritise concerns and get a closure on the same
• Reduce the overall time to resolve for tickets raised as bugs
• Work with CSMs and Product team to help prioritise the feature requests raised by the customers
• Identify repeated problems, and opportunity for technological resolution to avoid future tickets with same concerns
• Review the solutions documentation from technical standpoint and keep it up to date
  

  Qualifications

  • Minimum of 2 years of experience in IT Industry preferably working in a customer facing role, preferably with international customers
  • Hands-on experience with SQL, HTML, PHP, Javascript
  • Expertise in finding creative solutions to effectively address customer concerns
  • Proficient to ensure customer issues are resolved in the most timely and effective manner possible
  • Demonstrable ability to handle various tasks or projects with changing priorities.
  • Familiarity with support systems like Intercom, Zendesk etc.
  • Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus

Team Lead (L3 Technical Support) 

Job Description

PierianDx, a leader in the clinical genomics space, is currently seeking talented and motivated technical leads to lead the product L3 technical support teams. As a Technical Lead for L3 team, your duties will primarily be working with the customer success department on technical issues including software system design and maintenance. You will also be involved in directing team members and identifying/managing risk in collaborations with other teams.

To be successful in this role, you will need to gain extensive knowledge of PierianDx products (includes user workflow, user needs, end-to-end workflow, product architecture and design), problem-solving skills, knowledge of best practices and the software development life-cycle.

Location: Pune

Education

• Bachelors or Masters of Computer Science or related

Total years of experience - 6 to 13

Required Experience

• Must have experience in leading technical small to medium size teams.
• Full-Stack Software Development experience in both front end and back end technologies.
• Should be an outstanding programmer with 5 to 8 years of experience in PierianDx product-related technologies (e.g. AWS, Java, Spring Boot, Hibernate, microservices, Node.JS, React/Angular, SQL as well as No-SQL Databases, basics of Linux, Shell Scripting)
• Strong computer science fundamentals (OO programming, algorithms, data structures, databases).
• Experience with continuous integration infrastructure for software development such as Jenkins.
• Soft skills: Good Communication, Active listening, Influencing, Challenge self and team Experience with SQL and No-SQL Databases
• Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
• Dynamic, energetic, motivated, positive outlook.  Team player with good interpersonal skills
• Strong customer service and support focus with a desire to deliver a high-quality service
• Self-motivated and highly professional with the ability to lead and take ownership and responsibility
• Ability to multitask, work under pressure and to tight deadlines
• A desire to learn and improve skills and knowledge
• Adaptable and flexible to business demands
• Strong organisational and planning skill

Preferred Experince 

• Experience in developing software for medical devices (ISO 13485/IEC 62304)
• Experience with any Cloud Platform like AWS, GCP or Azure.
• Experience with Docker and anyone Container Orchestration Platforms like EKS, ECS, EKR, Kubernetes, Docker Swarm.
• Experience using Test Driven Development processes
• Experience working with FrontEnd Technologies (HTML, CSS, Javascript)
• Experience with MongoDB
• Experience with at least one dynamically typed language (Python, Node.js, Groovy).

Responsibilities

• Take ownership of providing technical support to the customer success team (for the issues they could not resolve in L1/L2). Examine potential areas for Service Improvement and recommend solutions/proposals to Product Management
• Work with Customer Success management and be aware of implementation projects and timelines; coordinate with project/program managers to plan and support release activities.
• Interact with internal and cross teams to troubleshoot and resolve complex problems. Develop, coordinate and promote the effective functioning of problem management activities across all of Pieriandx product & customer success teams.
• Provide technical leadership - Lead and prioritize the Application/Technical Support team’s workload. Guide team members to troubleshoot & resolve technical issues including software system design and maintenance.
• Contribute to the planning of application/infrastructure releases and configuration changes. Provide input to application/infrastructure scalability
• Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
• Maintain application by regular monitoring, performance tuning and testing activities
• Ensure compliance with SDLC processes defined at organization level to meet quality goals set at product level. Ensure there are robust procedures and processes within the application support function remit.
• Stay up-to-date on product and process training required to create quality deliverables at each phase of product life-cycle. Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
• Maintain good working relationships with internal departments
• Design, prepare and conduct training relating to Problem & Incident Management
• Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems

• Should learn and understand the product, respond to customer queries in a timely and accurate way, via phone, email, or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Update customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback 
• Knowledge of Test Automation and writing javascript is a plus
  
  

• Great Communicator - We are looking for a communicator par excellence.
• Problem Solver - There are times when you have a deadline but not the right candidate for the position, you have to be able to figure out a quick solution that will not hamper the team's productivity.
• Comfortable with Ambiguity - You enjoy a high pace of work and an environment where all answers are not readily available but will need you to be a part of finding answers
• Presence of Mind - You know how to apply your mind to think through a complex problem and not lose your cool in dealing with clients