Engineering Lead

A Chat Support Agent plays a crucial role in delivering real-time assistance and exceptional customer service through online chat platforms. The primary responsibility is to address customer inquiries, troubleshoot issues, and provide product or service information efficiently and professionally. This role requires strong communication skills, the ability to multitask, and a customer-focused mindset. Chat Support Agents must also be adept at using various software tools to manage support tickets, track interactions, and ensure prompt resolution of customer concerns, all while maintaining a positive and helpful demeanor.

Requirements

- High school diploma or equivalent; college degree preferred.

- Proven experience in a customer service role, preferably in a chat support environment.

- Excellent written communication skills, with a focus on grammar and spelling.

- Strong problem-solving abilities and attention to detail.

- Ability to multitask and manage multiple chat conversations simultaneously.

- Proficiency in using customer support software and ticketing systems.

- Basic understanding of technical troubleshooting for common issues.

- Strong interpersonal skills and ability to work effectively in a team environment.

- Flexibility to work various shifts, including nights, weekends, and holidays.

- Ability to remain calm and professional under pressure.

- Strong organizational skills and ability to prioritize tasks.

- Familiarity with company products and services, or the ability to quickly learn and adapt.

- Empathy and patience when dealing with customer inquiries and complaints.

- High level of reliability and punctuality.

- Ability to follow company policies and procedures.

- Prior experience in e-commerce or a related industry is a plus.

- Willingness to participate in ongoing training and development initiatives.

Responsabilities

- Respond to customer inquiries via chat promptly and professionally.

- Troubleshoot technical issues and provide appropriate solutions.

- Escalate complex or unresolved issues to a higher level of support.

- Guide customers through website navigation and troubleshooting steps.

- Maintain customer interaction logs and update relevant information in the system.

- Communicate product information and updates to customers.

- Assist in processing orders, cancellations, and refunds as needed.

- Collaborate with team members to improve customer support processes.

- Follow up with customers to ensure their issues have been resolved.

- Stay up to date with company products and services.

- Monitor and manage multiple chat conversations simultaneously.

- Analyze customer feedback and report recurring issues to management.

- Provide product recommendations based on customer needs and preferences.

- Adhere to company policies and procedures in resolving customer complaints.

- Participate in regular training sessions to enhance product knowledge and customer service skills.

- Identify opportunities for improving customer experience and share insights with the team.

Key Skills Required:

·         You will be part of the DevOps engineering team, configuring project environments, troubleshooting integration issues in different systems also be involved in building new features for next generation of cloud recovery services and managed services. 

·         You will directly guide the technical strategy for our clients and build out a new capability within the company for DevOps to improve our business relevance for customers. 

·         You will be coordinating with Cloud and Data team for their requirements and verify the configurations required for each production server and come with Scalable solutions.

·         You will be responsible to review infrastructure and configuration of micro services and packaging and deployment of application

To be the right fit, you'll need:

·         Expert in Cloud Services like AWS.

·         Experience in Terraform Scripting.

·         Experience in container technology like Docker and orchestration like Kubernetes.

·         Good knowledge of frameworks such as Jenkins, CI/CD pipeline, Bamboo Etc.

·         Experience with various version control system like GIT, build tools (Mavan, ANT, Gradle ) and cloud automation tools (Chef, Puppet, Ansible)

• Providing technology leadership, vision, and passion to the product team.
• Working closely with the product management team and engineering team to transform customer needs into product engineering architecture and initiatives.
• Responsible for defining and implementing solid product engineering best practices and processes to guarantee results for product delivery.
• Take ownership and drive technology initiatives in the organization.
• Manage the product architecture design and reviews, review platform test automation, and DevOps Practises.
• Recruiting and mentoring a team of world-class developers.
• Provide the Delivery and Support teams with technical advice and support.

• Should have a strong technical background in product development and the complete software development life cycle.
• Coding skills are mandatory and we’re looking for someone who is technology agnostic and can jump in where needed. Our current tech stack scales across various technologies and platforms: JAVA, Ionic/Angular, IOS, Android, PHP and Python among others.

• Flexible, adaptable to the challenging pace of identifying and adopting new technologies.
• Have a strong sense of ownership and motivation to make our product successful.

• Result-oriented with a strong sense of drive and driven technology initiatives in previous jobs.

• Must have experience in building teams, identifying and mentoring talent, and working on architecting and building large-scale products.
• Must have an excellent understanding of the current web and mobile app technology landscape.
• The ideal candidate should have 12+ years of experience in software engineering with at least 8-10 years in product development. 
• Last position as an technical owner of a product engineering team with at least 15 people.
• A Bachelor’s degree or better, preferably in Computer Engineering, from a reputed college/university.
• Excellent verbal and written communication skills.

DevOps Engineer (Automation) 

ABOUT US

Established in 2009, Ashnik is a leading open-source solutions and consulting company in South East Asia and India, headquartered in Singapore. We enable digital transformation for large enterprises through our design, architecting, and solution skills. Over 100 large enterprises in the region have acknowledged our expertise in delivering solutions using key open-source technologies. Our offerings form critical part of Digital transformation, Big Data platform, Cloud and Web acceleration and IT modernization. We represent EDB, Pentaho, Docker, Couchbase, MongoDB, Elastic, NGINX, Sysdig, Redis Labs, Confluent, and HashiCorp as their key partners in the region. Our team members bring decades of experience in delivering confidence to enterprises in adopting open source software and are known for their thought leadership.

LOCATION:  Mumbai

THE POSITION

Ashnik is looking for talented and passionate Technical consultant to be part of the training team and work with customers on DevOps Solution. You will be responsible for implementation and consultations related work for customers across SEA and India. We are looking for personnel with personal qualities like -

• Passion for working for different customers and different environments.
• Excellent communication and articulation skills
• Aptitude for learning new technology and willingness to understand technologies which he/she is not directly working on.
• Willingness to travel within and outside the country.
• Ability to independently work at the customer site and navigate through different teams.

RESPONSIBILITIES

                     First 2 months:

• Get an in-depth understanding of Containers, Kubernetes, CI/CD, IaC.
• Get hands-on experience with various technologies of Mirantis Kubernetes Engine, Terraform, Vault, Sysdig

After 2 months: The ideal candidate can will ensure the following outcomes from every client deployment:

• Utilize various open source technologies and tools to orchestrate solutions.
• Write scripts and automation using Perl/Python/Groovy/Java/Bash
• Build independent tools and solutions to effectively scale the infrastructure.
• Will be involved in automation using CI/CD/DevOps concepts.
• Be able to document procedures for building and deploying.
• Build independent tools and solutions to effectively scale the infrastructure.
• Work on a cloud-based infrastructure spanning Amazon Web Services and Microsoft Azure
• Work with pre-sales and sales team to help customers during their evaluation of Terraform, Vault and other open source technologies.
• Conduct workshops for customers as needed for technical hand-holding and technical handover.

SKILLS AND EXPERIENCE

• Graduate/Post Graduate in any technology.
• Hands on experience in Terraform, AWS Cloud Formation, Ansible, Jenkins, Docker, Git, Jira etc
• Hands on experience at least in one scripting language like Perl/Python/Groovy/Bash
• Knowledge of Java/JVM based languages.
• Experience in Jenkins maintenance and scalability, designing and implementing advanced automation pipelines with Jenkins.
• Experience with a repository manager like JFrog Artifactory
• Strong background in git, Github/Bitbucket, and code branching/merging strategies
• Ability to understand and make trade-offs among different DevOps tools.

ADDITIONAL SKILLS

• Experience with Kubernetes, AWS, Google Cloud and/or Azure is a strong plus
• Some experience with secrets/key management preferably with HashiCorp Vault
• Experience using monitoring solutions, i.e. Datadog, Prometheus, ELK Stack, NewRelic, Nagios etc

Job Description:

• Candidate should ideally be a B.E/B.Tech graduate with 2 to 5 years of real-time experience.
• Expertise in React.js, C#, ADO.Net, Web API, MS SQL Server 2008 and above, JavaScript, jQuery, JSON, AJAX and XML
• Looking for Full stack .NET Developer who will work closely with Project Manager, Software Developers and QA Team to develop cutting edge web-based solutions in a Product Development Environment. The job involves working with some of the latest technologies including React.js, WCF, REST services, jQuery and AJAX.
• Should be experienced with Agile methodology and working with Agile development teams. 
• Ability to work within a team and work independently
• Experience with the full SDLC, including design, development, testing, deployment, and documentation activities
• Excellent object-oriented design and development skills
• Excellent communication skills
• Experience working on a CRM product or a Marketing Automation or Analytics tool or Digital Publishing is a major advantage
• Experience with Microsoft Design patterns and Microsoft Enterprise Library

Skills:

• Strong working experience into C#, ADO.Net, MS SQL Server 2008 and above versions, JavaScript, jQuery, WCF, REST based services and AJAX
• Development experience with data integration technologies including Web API, REST, SOAP, JSON and XML
• Strong working knowledge with JavaScript frameworks such as jQuery, React, Angular
• Strong working knowledge of debugging for rapid development; experience with development tools such as Firebug, Fiddler
• Strong understanding of cross-browser compatibility, with support for IE, Firefox, Chrome, Safari on Windows and Safari, Firefox, Chrome on MAC
• Strong HTML and JavaScript (AJAX, DOM)
• Strong written and verbal communications skills
• TFS/VSTS/SVN and any source management experience like Git, AWS CodeCommit etc.
• Working knowledge in Node.js, React.js, and Twitter bootstrap framework is an advantage
• Knowledge of CI/CD process and cloud platforms like AWS would be an added advantage.

Responsibilities:

• Maintain accounting records (monthly, quarterly, yearly) of the company, update financial statements, and ensure compliance with laws and regulations.
• Prepare budgets, monitor adherence to budgetary figures for all activities/projects of the company, and submit reports to the management giving pertinent financial information.
• Assist in financial forecasting to support managerial decision-making, analyze discrepancies, if any, and monitor cash and fund flows.
• Ensure tax payments are processed on time, liaise with the government department/s as required to complete tasks, and submit challans, returns, etc. within stipulated deadlines.
• Manage tasks related to internal audits and provide all accounting and financial information in a structured manner according to local/state/central laws.
• Handle all petty cash, bank accounts, company’s credit/debit cards and transactions via other financial instruments, and periodically process receipts, invoices, and payments.

• Excellent knowledge of bookkeeping, taxation, audit, professional tax, and accounting standards (IAS).
• Conversant with GST payments and return filing.
• Tally ERP, MS Excel