Key Responsibilities:
- Handle escalated voice calls transferred by L1 agents or supervisors.
- Provide expert-level support for complex issues and ensure timely resolution.
- Maintain ownership of tickets through resolution, keeping customers informed throughout the process.
- Coordinate with internal teams (Product, Engineering, QA, etc.) to resolve technical issues.
- Identify patterns in escalations and suggest process/product improvements.
- Document solutions, create knowledge base articles, and provide feedback to the L1 team to reduce future escalations.
- Meet or exceed defined KPIs such as First Call Resolution (FCR), CSAT, and Average Handling Time (AHT).
- Ensure adherence to SLAs and internal escalation protocols.
- Act as a mentor and point of contact for L1 agents when guidance is needed.
Requirements:
- 2–4 years of experience in customer support, with at least 1 year in L2 or escalations (voice process).
- Strong verbal communication skills with fluency in [English/Other relevant language].
- Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).
- Ability to handle high-pressure situations and demanding customers with empathy and professionalism.
- Technical troubleshooting experience preferred (based on industry – SaaS, Telecom, FinTech, etc.).
- Willingness to work in rotational shifts or weekends, if required.
- Bachelor's degree or equivalent preferred.
Shubham Vishwakarma
Full Stack Developer - Averlon
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JavaThe Technical Consultant is responsible for the design, development and deployment of assigned technical functionality for client projects in the social services, health and human services domain. A technical consultant works under the guidance of the Technical Architect and/or Senior Technical Consultant on design and development issues. A technical consultant will act as technology expert on the client implementation projects on direct customer facing positions on Diona’s customer engagements around the globe.
Responsibilities:
- Works with the Technical Architect/Principal Technical Consultant/Senior Technical Consultant to implement the optimum solution with the chosen COTS platform
- Works within the project team to ensure that the project technical standards are properly applied
- Works as part of a team to implement client business requirements in a timely, performance-centric and configurable/maintainable manner
- Liaise with team members and COTS vendors (as applicable) to ensure a quality project deliverable
- Apply problem solving techniques and product capability knowledge to ensure best results for the client engagement
- Prepare and deliver domain best practice/product capability presentations
- Present a professional and knowledgeable image of Diona Technologies Limited to customers
Skills and Attributes:
- 3+ years of experience in Software Design, Planning and Development using Java and allied technologies
- Expert knowledge of JavaScript, Java and strong object-oriented development is a must
- Experience with integration technologies such as SOAP and REST web services, Apache Camel, Spring Batch is a must
- Knowledge of JDBC, SQL, XML, JSON and HTML is a must
- Experience in the social and human services domain and COTS implementation is a plus
- Experience with modern JavaScript frameworks such as NodeJS, ReactJS, ExpressJS, Angular is a bonus
- Experience with MongoDB or any NoSQL database is a bonus
- Experience with Android or iOS mobile app development a bonus
- Exposure to IBM rational software design tools is a plus
- In-depth understanding of the entire development process, including specification, documentation and quality assurance
- Should possess excellent written and verbal communication skills
Educational qualification:
Engineering Degree or equivalent from recognized institutes
Location – Bangalore
Laravel
Vue.js
PHP
JavascriptWe are seeking a Senior Laravel Developer with deep expertise in PHP and Laravel to design, develop, and maintain scalable and high-performance backend systems. The ideal candidate will have experience working with cloud infrastructure, payment integrations, and backend technologies.
Responsibilities
- Design, develop, and maintain scalable and high-performance backend systems using Laravel and PHP.
- Integrate third-party APIs, particularly Stripe, for payment processing.
- Work with cloud infrastructure (AWS, DigitalOcean) to deploy and manage applications.
- Implement, maintain, and optimize CI/CD pipelines using Github or Bitbucket.
- Develop and maintain webhooks for seamless communication between systems.
- Use RabbitMQ or other messaging queues for asynchronous tasks and communication.
- Ensure the application is secure, scalable, and optimized for performance.
- Collaborate with cross-functional teams to define and achieve project goals.
Requirements
- Proven experience as a Senior Laravel Developer or similar role.
- Strong proficiency in PHP and Laravel.
- Experience with cloud platforms like AWS and DigitalOcean.
- Familiarity with CI/CD pipelines and version control systems (Github/Bitbucket).
- Experience with message queues like RabbitMQ.
- Strong understanding of webhooks and API integrations.
- Excellent problem-solving skills and attention to detail.
- Ability to work independently and as part of a team.
Data Science
Machine Learning (ML)
Data AnalyticsDATA SCIENTIST-MACHINE LEARNING
GormalOne LLP. Mumbai IN
Job Description
GormalOne is a social impact Agri tech enterprise focused on farmer-centric projects. Our vision is to make farming highly profitable for the smallest farmer, thereby ensuring India's “Nutrition security”. Our mission is driven by the use of advanced technology. Our technology will be highly user-friendly, for the majority of farmers, who are digitally naive. We are looking for people, who are keen to use their skills to transform farmers' lives. You will join a highly energized and competent team that is working on advanced global technologies such as OCR, facial recognition, and AI-led disease prediction amongst others.
GormalOne is looking for a machine learning engineer to join. This collaborative yet dynamic, role is suited for candidates who enjoy the challenge of building, testing, and deploying end-to-end ML pipelines and incorporating ML Ops best practices across different technology stacks supporting a variety of use cases. We seek candidates who are curious not only about furthering their own knowledge of ML Ops best practices through hands-on experience but can simultaneously help uplift the knowledge of their colleagues.
Location: Bangalore
Roles & Responsibilities
- Individual contributor
- Developing and maintaining an end-to-end data science project
- Deploying scalable applications on different platform
- Ability to analyze and enhance the efficiency of existing products
What are we looking for?
- 3 to 5 Years of experience as a Data Scientist
- Skilled in Data Analysis, EDA, Model Building, and Analysis.
- Basic coding skills in Python
- Decent knowledge of Statistics
- Creating pipelines for ETL and ML models.
- Experience in the operationalization of ML models
- Good exposure to Deep Learning, ANN, DNN, CNN, RNN, and LSTM.
- Hands-on experience in Keras, PyTorch or Tensorflow
Basic Qualifications
- Tech/BE in Computer Science or Information Technology
- Certification in AI, ML, or Data Science is preferred.
- Master/Ph.D. in a relevant field is preferred.
Preferred Requirements
- Exp in tools and packages like Tensorflow, MLFlow, Airflow
- Exp in object detection techniques like YOLO
- Exposure to cloud technologies
- Operationalization of ML models
- Good understanding and exposure to MLOps
Kindly note: Salary shall be commensurate with qualifications and experience
Job Title: Senior Manager of Learning Design - EdTech
Job Overview: The Senior Manager of Learning Design will lead our efforts to innovate and enhance educational programs, ensuring alignment with the latest in educational technology and industry standards. This role is pivotal in managing the development of high-quality learning materials and courses, engaging with senior stakeholders, and overseeing a team of instructional designers and SMEs.
Responsibilities:
● Spearhead the design and development of educational programs that meet the needs of diverse learners and align with technological advancements.
● Maintain and enhance relationships with senior stakeholders and universities to ensure collaboration and alignment of educational goals.
● Oversee the instructional design team, ensuring all learning materials are of the highest quality and delivered on schedule.
● Conduct continuous research on new educational trends and integrate findings into program development to keep our offerings at the forefront of the industry.
● Manage the execution of educational projects from conception through to delivery, including stakeholder management and alignment of educational outcomes with business goals.
Professional Skills:
● Advanced Instructional Design: Expertise in creating and managing comprehensive educational content for varied audiences, utilizing modern instructional theories and technologies.
● Project Management: Strong project management skills, with a proven ability to oversee educational projects from inception to completion, ensuring alignment with broader educational and business objectives.
● Strategic Planning: Ability to develop strategic plans for the educational development of both internal and external courses, ensuring they meet market needs and organizational goals.
● Leadership and Team Development: Experience in leading instructional design teams, providing guidance, and fostering professional growth to meet and exceed project demands.
● Technical skills: Experience in developing IT courses and a basic understanding of domains like cloud, AI, GenAI, coding, etc. is mandatory
Soft Skills:
● Communication and Influence: Exceptional communication skills, with the ability to articulate complex educational strategies to stakeholders and lead teams effectively.
● Analytical Thinking: Strong analytical skills, with the ability to perform detailed needs assessments and gap analyses to inform course development strategies.
● Innovative Thinking: A visionary approach to educational design, constantly seeking to implement the latest educational technologies and methodologies.
● Adaptability: Capability to adapt strategies in response to new educational trends and technology, ensuring the organization remains at the cutting edge of EdTech.
Desired Skills and Experience:
● Agile Methodology: Familiarity with Agile project management methodologies, especially in a fast-paced EdTech environment.
● Professional Experience: At least 10-12 years in educational technology or related fields, with a minimum of 5 years in a leadership role managing instructional design teams.
● Educational Mastery: Demonstrated success in developing scalable and effective educational programs, with a keen insight into learning analytics and user feedback to refine course offerings.
● Stakeholder Engagement: Proven experience in managing relationships with senior educational stakeholders and ensuring the educational goals are aligned with organizational strategies
Focusing on the ever-growing demand in the food industry, our client acts as a neighbourhood artisan bakery at a national scale. The main concept here is to provide freshly baked, high-on-quality, authentic European bakery products and breads. Their products include sourdough loaves, artisan breads, croissants & rolls, freshly baked cookies, cakes, premixes etc.
Headquartered in Mumbai, our client was co-founded in 2013 by a husband and wife duo, one of whom is an IIM-Ahmedabad graduate and the other is an internationally trained baker.
Starting with 4 bakers in 2013 and growing over time, today, our client prepares more than 10,000 loaves of bread a day and their creations are shared with all of India.
As a VP-Finance, you will be responsible for performing a variety of advanced financial analyses to determine present and forecasted financial health of the company.
What you will do:
- Preparing financial statements, business activity reports, and financial forecasts
- Developing the Annual Operating Plan (AOP) for the company with target tracking metrics by department and highlighting causes of deviation and corrective measures as appropriate
- Examining financial and legal documents to verify accuracy and adherence to financial regulations and acceptable financial principles
- Managing the preparation and publication of departmental and organization financial documents
- Developing or recommending solutions for problems or situations
- Managing employees and contractors who are responsible for financial reporting and budgeting
- Periodically reviewing the organization’s financial reports and identifying opportunities for cost reduction
- Analysing data and advising top management on how to maximize profits
- Analysing market trends and identifying opportunities for growth/ expansion
- Presenting potential scenarios and outcomes to management team
- Overseeing organization’s investments
- Collaborating with management on development and execution of funding strategies
- Managing and executing fundraise of the company through angel investors, VCs, PEs and other similar firms
- Managing funds of the company which shall include procurement of long-term loan and working capital funds from financial institutions, capital markets and any other source
- Being responsible for any other responsibility assigned to you from time to time
Desired Candidate Profile
What you need to have:- Strong commercial and contractual awareness and excellent negotiation skills
- Strong communication, leadership and interpersonal skills
- Demonstrated creative and critical thinking skills
- Ability to work on multiple projects simultaneously
- Knowledge in Microsoft Excel, Google Sheets and PowerPoint etc
- Positive approach to problem solving
- We are looking for a Video Editor who is creative and enthusiastic about creating high-quality, engaging content.
- Use creative video editing techniques to produce innovative content for Daily social media posting, Advertising/Marketing, Awareness campaigns etc.
- Experience in Adobe After Effects, Adobe Premiere Pro, Adobe Photoshop, Adobe Illustrator & Audacity is a must.
- Post-production and editing of all photography and videography.
- Develop graphical animations, GIFs, videos, Typography, and integrate voice-overs.
- Ability to think up creative ideas to promote a brand's products in innovative ways.
- Excellent creative skills and a great eye for detail.
Responsibilities
- Collaborate with management team to craft the company’s vision and mission
- Develop strategic HR plans and policies (recruitment, training, compensation etc.)
- Hire, guide and evaluate the work of HR executives
- Reporting performance to the CEO by using KPIs and business metrics
- Analyzing the success of HR operations
- Decide and act on initiatives for equal opportunity, diversity etc.
- Assuming responsibility for employee/labor relations with the management
- Re-engineer processes to ensure maximum efficiency
- Ensuring all procedures are in compliance with legal regulations
- Analyze the effectiveness of HR operations and policies
- Prepare reports for the CEO using business metrics and KPIs
- Taking initiatives for ensuring equality in the work environment.
- Must have experience handling big size companies.
- Proxy Incident Management
- DLP Incident Management
- Support to SOC Incidents
- Miscellaneous Security Activities (Management of documentation- Policies/Procedures/ Guidelines etc.)
NodeJS (Node.js)
React.jsJavascript
React Native
Amazon Web Services (AWS)
Python
Deep Learning
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Full Stack Developer - Averlon