Data Scientist

About SurveyHeart:

SurveyHeart is a versatile online platform designed to facilitate the creation and management

of surveys, quizzes, forms, polls, and questionnaires. Our user-friendly interface is accessible

via web browsers and dedicated mobile applications for both Android and iOS devices. We are

committed to fostering a collaborative and growth-oriented environment where fresh talent can

thrive.

Job Summary:

The Customer Support Executive at SurveyHeart plays a critical role in assisting users and

premium customers by resolving queries and ensuring a seamless experience across our Forms

and Quizzes platform. As the first point of contact, you’ll work cross-functionally with internal

teams to improve customer satisfaction and enhance the overall user experience.

What is expected of the Candidate

This is not a “script-based” role — you’ll be expected to:

● Deep understanding of how the product works — beyond surface-level.

● Act as a power user, problem-solver, and customer advocate.

● Communicate clearly with both users and tech teams.

● Own issues from start to finish — not just respond, but resolve.

Customer Support Roles and Responsibilities

First-Level Resolution Provider

● Rapidly triage incoming queries from various channels (email, chat, social, in-app),

identify intent, urgency, and route if needed.

● Resolve 90% of incoming queries independently using knowledge of the product,

standard processes, and documented SOPs, and update the internal referral

documents.

● Use Zoho Desk efficiently to tag, assign, escalate, or resolve tickets while ensuring that

every interaction is tracked with resolution detail and customer sentiment.

● Own and manage ticket lifecycle from intake to resolution for general product-related

queries, user account issues, configuration problems, and usability questions.

● Deliver exceptional customer education by guiding users to FAQs, video walkthroughs,

or providing contextual instructions.

● Use internal tools (Admin page, Logs or notes, Internal FAQs) to validate bugs or

complaints raised by users.

● Check for known issues using release notes to avoid duplicate escalations.

Cross-Team Collaboration

● Prepare concise and structured ticket escalations, including:

○ Error logs (if available)

○ Device/browser info

○ Screenshots/screen recordings

● Have an internal discussion with the Operations Manager, and if no solutions are found,

tag the Testing POC, Product Manager or Assistant Tech Lead with clear context.

● Follow up on unresolved issues, promptly follow up on the unresolved tickets, and

update the resolution status to Operations Manager.

Post-Escalation Support

● After an issue is resolved by the Tech or Product team:

○ Translate the resolution into customer-friendly language before responding.

○ Update the relevant internal documentation, such as FAQs ,SOPs, etc..

● Identify recurring technical issues and propose improvements to Operations Manager to

reduce ticket volume.

● When needed, coordinate across multiple internal stakeholders, ensuring both speed

and quality of resolution.

Customer Satisfaction & Feedback

● Aim for high CSAT (Customer Satisfaction) scores by delivering clear, empathetic, and

timely resolutions.

● Follow up with users after res in olving issues to ensure they’re fully satisfied and

confident using the product.

● Take feedback constructively — identify areas of improvement and continuously refine

your support approach.

● Encourage users to rate their experience and leave positive feedback when expectations

are exceeded.

Requirements

● Driven by a customer-first mindset, believing customer happiness is the key to success.

● Strong communication skills (written and verbal) in English and Hind is a must and any

other language will be an added advantage.

● 3 + years of experience in customer support or related roles, only from SaaS support.

● Familiarity with customer service tools (e.g., Zoho Desk).

● Basic understanding of software applications with the ability to learn new technologies

quickly.

● Detail-oriented with a proactive approach to problem-solving.

● Willingness to learn and adapt in a fast-paced environment.

● Experience in SaaS or tech customer support.

● Familiarity with payment gateways like Razorpay.

● Expert in Google Docs, Sheets, and Slides for documentation, data analysis, and

presentations.

Other Details

● Shift: Rotational shifts

● Working days: 5 days a week(weekends working)

● Salary: 3.50 LPA to 5.00 LPA

● Experience: Min 3 + years in Customer Support from a renowned SaaS company

(100% SaaS experience and no other industry)

● Location: Hyderabad, Hi-Tech City

● Education: Any Degree

Concretio Apps was incorporated in 2014 by Mr. Abhinav Gupta (Salesforce MVP 8 times in a row), with a motive to build a team of passionate individuals, who want to develop high-quality solutions and enjoy challenges posed by rapidly changing technology. Concretio Apps aims to grow steadily with its positive and friendly environment. Flexi work timings and work from home option (Once you are on client project), fully paid Certifications, 360 degree grooming, 5 days a week and great work life balance are some of our key USPs, along with other employee-friendly policies. 

We are looking for highly skilled Salesforce Developers OR Other Tech Developers (Java / Javascript) who love to stay on the technical side of the curve and look to groom themselves as Salesforce Architect going forward. You will get training to work in Cloud Computing (Salesforce & its Lightning Javascript framework as well). 

At Concretio, we believe that work can happen from anywhere. We believe people should be able to work and learn together whether they're across the table or across the world from each other. We are open for the Remote / Work from Home option as well, so location is not a constraint anymore. 

Job Responsibilities

• Developing applications for the Salesforce.com platform. 
• Developing Javascript frontend/apps and integrations using REST/SOAP JSON/XML. 
• Coding APEX and custom applications for Salesforce instances. 
• Design, code, configure, document, deliver and support solutions to meet business needs in Salesforce, including configurations, customizations, and integrations. 
• Work with Application Architects and Tech Leads to design integrations between Salesforce.com and other systems across the enterprise. 
• Code, configure, unit test, and create supporting documentation for application development tasks.
• Demonstrated experience building integrations with Salesforce.com (REST/SOAP - XML/JSON)

Soft Skills Checklist

• Always learning attitude, with the rapidly changing Salesforce and Tech landscape, it’s a must. 
• Consultant mindset, we will help you develop these soft skills, but an open attitude is needed. Talking to a client/business user, understanding their pain points, and delivering a solution are key to project success here. 
• Sense of ownership and self-discipline: We don’t like chasing our people for status multiple times a day. If you are the one who enjoys taking ownership of tasks and delivering them without much monitoring, you will love it here. 

Tech Skills Checklist

• Strong Salesforce basics i.e. Configuration/Clicks concepts. 
• Apex, Visualforce, Lightning (Aura/LWC). 
• Excellent programming skills with a good understanding of OOPS. 
• Knowledge of any DBMS (Tables, Joins, Relationships, SQL, Normalisation).
• Knowledge of core HTML, CSS, and Javascript concepts. 
• Experience of Chrome Extensions/Apps, Electronjs, or NativeScript (nice to have).

Cultural Alignment Checklist 

• The educational part doesn't matter much. 
• CODING: Know, love and be comfortable in it. 
• OPEN Mindset: An open, curious and learner profile is a must. WWW is changing at a crazy pace, we need someone who is open to adapting to this pace of change in Salesforce and tech.
• We expect our team to crack suitable Salesforce certifications as KRAs, and happily sponsor the fees for the same. 
• Sense of Ownership: We are not going to put a manager on your head, who will seek status updates every few hours (multiple times in a day). You will be given a task, and the expectation will be to own the 100% success and failure for the same. We are never short on public praise and giving credit for a successful show. 
• Excellent Craftsmanship: We differentiate and take pride in what we build and deliver to customers across the globe. Mediocrity is not appreciated here in anything. Top-quality code, deliverables, and communication is something we expect and continuously work to improve on a day-to-day basis. 
• Strong Communication Skills: It's actually a MUST have for your experience level. 

Nice to have

• Salesforce Communities (Classic and using Communities).
• Taking ideas to AppExchange (OEM, Security Review).
• Developing SPA (Single Page Applications) in Salesforce.
• Hands-on experience in one or more JS/CSS frameworks (jQuery, React, Angular, Vue, Bootstrap, Foundation, etc).
• Hands-on experience in Cordova, Ionic, and Hybrid mobile development.
• How OAuth, SOAP, SAML, and other integration patterns work.
• NoSQL and how modern database systems work.
• Classic DBMS MySQL, Postgres etc.
• AWS, Google or Microsoft cloud experience. 

• Designing And Implementing Applications
• Developing And Testing Software
• Resolving Technical Issues
• Fixing Bugs