Founder's Office

Job Title: Customer Support Executive

Location: HSR, Bangalore

Work Mode: In-office (6 days a week)

Shift: Rotational Shifts Week-off: Rotational

About the Role:

We are looking for a proactive and empathetic Customer Support Executive to join our team. You will be the first point of contact for our customers, ensuring prompt, professional, and effective resolution to their queries, complaints, and requests across multiple channels.

Key Responsibilities

● Handle inbound and outbound customer calls, emails, and chat queries.

● Provide accurate information about products/services and resolve issues within defined SLAs.

● Escalate unresolved issues to the appropriate department and follow up until closure.

● Maintain detailed records of customer interactions in the CRM system.

● Coordinate with cross-functional teams to ensure seamless customer experience.

● Meet daily/weekly performance

• Develop, test, and maintain server-side applications using Node.js and related technologies.
• Design and implement RESTful APIs and microservices architecture to support frontend functionality.
• Collaborate with cross-functional teams to understand business needs and translate them into technical solutions.
• Optimize application performance, ensuring scalability and reliability.
• Conduct code reviews, mentor junior developers, and ensure adherence to best practices.
• Stay updated with emerging backend technologies and methodologies to improve development processes.

Mandatory

• SaaS experience of 2 years with total development experience of 4 years
• Must have worked in a smaller company of less than 100
• Should have built solutions/softwares end to end and not just as a part of bigger team
• Should see themselves going deeper into the same role even 5 years down the line
• Should have knowledge on Node.js, MongoDB, and AWS
• Strong understanding of asynchronous programming, event-driven architecture, and Node.js design patterns.
• Proficiency in working with databases such as PostgreSQL, MongoDB, or MySQL.
• Experience with API development, including RESTful services and microservices.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Strong problem-solving skills and the ability to debug complex server-side issues.

Essential

• Proficiency with version control systems like Git.
• Experience with CI/CD pipelines and deployment automation.
• Knowledge of system design and scalable architecture.
• Understanding of security best practices and implementing secure APIs.

Good to Have

• Experience with GraphQL and related backend technologies.
• Knowledge of containerization and orchestration tools like Docker and Kubernetes.
• Familiarity with message brokers like RabbitMQ or Kafka.
• Experience with platforms like Shopify, BigCommerce, or other e-commerce technologies.
• Exposure to frontend technologies such as React for better cross-functional collaboration.

• Conduct user research, including user interviews, surveys, and usability testing, to understand user needs and behaviors.
• Analyze user data and feedback to identify pain points and opportunities for improvement.
• Create user personas, user flows, and journey maps to visualize the user experience.

Interaction Design (UX):

• Develop wireframes, prototypes, and interactive mockups to illustrate design concepts.
• Design intuitive and user-friendly navigation and information architecture.
• Ensure consistency and accessibility across all platforms and devices.
• Conduct usability testing and iterate on designs based on feedback.

Visual Design (UI):

• Create visually appealing and consistent user interfaces that align with brand guidelines.
• Design high-fidelity mockups and UI components.
• Develop and maintain design systems and style guides.
• Work closely with developers to ensure proper implementation of designs.

· Proactively recommend new features and improvements to optimize and grow the use of the platform.

· Collaborate with key stakeholders to build, iterate, and improve existing or new processes and functions.

· Design, build, and deliver tailored Salesforce solutions for the business using Salesforce and other connected technologies.

· Uphold and promote best practices, design guidelines for security practices.

· Day to day administration, troubleshooting, and maintenance of the connected Salesforce platforms

· Support the continued build-out of key reports and dashboards, data administration, and integrity upkeep.

· Provide technical specifications and help maintain overall documentation for the business.

Skills and Qualifications

· At least 2 years of experience with technical implementations

· In-depth technical knowledge of Salesforce development and standard features

· Advanced experience with Salesforce.com configurations

· Should be aware about the best practices and governance limits.

· Leverage recommended frameworks.

· Knowledge in SFDC database with SOQL & SOSL

· Strong Salesforce development experience including working knowledge and ability to code in APEX (classes, triggers, batch processes and web services, Salesforce APIs, SOQL, and Force.com.

· Good understanding of Java Scripts and Cascading Style Sheets.

· Should have exposure to lightning aura components.

· Hands-on experience on REST and BULK API’s

· Good understanding of sales business process

· Should be able to understand the issue in live project and identify the RCA.

· Ability to analyse business processes/requirement and suggest the best possible solution.

Preferred Qualifications

· Bachelor of Engineering

• Strong proficiency in C language.
• Good understanding of basic network fundamentals and protocols.
• Good skills on system troubleshooting and debugging.
• Good understanding of operation system, socket programing and multi-thread programing.
• Good understanding of REST design and Object-Oriented Design
• Good understanding of JSON syntax and JSON schema syntax
• Knowledge of data structure and different algorithms.

Responsibilities:

• Develop sales opportunities by researching and identifying potential accounts & understanding customers' needs.
• Making outbound calls/communications to potential customers, and source new sales opportunities through inbound leads.
• Use outbound channels like LinkedIn to identify key decision makers.
• Route qualified opportunities to the sales team for further development and closure.
• Research accounts, identify key players and generate interest.
• Creating, maintain and expand the database of prospects.
• Team with channel partners to build opportunities pipeline.
• Perform effective online presentations to prospects.
• Keeping all the sales & marketing collateral ready & up-to-date.
• Identify decision makers within targeted leads to begin sales process.
• Penetrate all targeted accounts and radiate sales from within client base.
• Collaborate with appropriate team members to determine necessary strategic sales approaches.
• Create and deliver qualified opportunities to other team members.
• Assist in creating RFP responses to potential clients.
• Where necessary, support marketing efforts such as trade shows, exhibits, and other events.
• Appropriately communicate brand identity and corporate position.

Requirements:

• 2+ years of inside sales experience.
• Bachelor's degree or equivalent, Preferably with MBA.
• Track record of over-achieving quota.
• Proficient with corporate productivity and web presentation tools.
• Experience working with Salesforce.com or similar CRM.
• Proficient in Microsoft Office.
• Excellent verbal and written communications skills.
• Strong listening and presentation skills.
• Ability to multi-task, prioritise, and manage time effectively.