
Technical Assistance Centre (TAC) provides 24/7 support and related services for Apoyar customers
under support contact agreement. including support for the full eCommerce application stack,
infrastructure and cloud AWS and Azure environments through to end user devices and productivity
applications. The TAC also supports and maintains Apoyar’s internal infrastructure, systems and
business applications. The technical and application support engineers within the TAC deliver support under a tiered
support model within a DevOps environment. The TAC engineers will also interface with Software
Development resources, as a resolver group, for support requiring application development and bug
fixes. As the single point of contact for customer support, the TAC provides first-level monitoring, event
and Service Desk functions backed by technical and application support engineers who provide
second and third-level support and systems management and administration. The Support Manager will lead the Technical Assistance Centre (TAC) and the team Technical
Support Engineers located in India. The purpose of this role is to facilitate the operational delivery of
support services in a consistent and structure approach defined in the service management
methodology (based on ITIL principles) and according to documented policies, processes and
procedures.
KEY AREAS OF RESPONSIBILITY: Manage delivery of support services team according to service management plans, methodology, processes and client engagement models. Ensure support is delivered to the client according to their contract support agreements.
Including overseeing delivery of support from any contracted third-party providers under
management. Maintain client data in accordance with internal policies, specifically Information Security
Management, GDPR Compliance Statement and Privacy Policy, by adhering to the business
requirements for securing information and the ensuring customer data is protected. Organise support staff resourcing and rostering according to plans and necessary to meet
demand. Ensure support team log all customer interactions correctly into A1 service management
platform and kept up to date. Monitor support team queues and ensure open tickets progress and service level targets are
being measured and achieved. Ensure service is delivered through an efficient tier 1, 2 and 3 support model with levels
performing agreed level of tasks.
Build learning into and develop knowledge of team to ensure jobs are not routed to next level
when they shouldn’t. Manage internal systems and platforms to ensure they have support and maintenance plans in
place, regular checks are performed that systems are running, and data records maintained. Manage the onboarding of new customer data (i.e. configuration records) into necessary
support systems ready for production support. Ensure old customers are exited. Escalate any day to day operational issues with support staff to direct manager, and systematic
support issues with service management methodology, policies, processes and procedures to VP, Global Services for ongoing management and service improvement.
EXPERIENCE/SKILLS:
Person doesn’t need to be highly experienced management guru, just enthusiastic and detail
oriented/process driven person we know will be on top of team to deliver, build, grow and get
better each day. Need understanding of ITIL fundamentals, Service Desk, Service Request, Incident and Change
Management principles etc.

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Exp ; 1 to 2 yrs
skills : C++
Location : Bangalore
BE / BTECH -2019 / 2020
sarinatbeiingdotin
Bachelor Degree required, preferably in Computer Science or related field
* 1+ years of software development experience using C++ programming language
* Experience working on JavaScript would be an added advantage
* Experience using Linear Algebra, 3D Scene model, Cairo - 2D Drawing Framework
* Working experience using any of these: POV-RAY, GeoTiff, WGS 84 and Web Mercator
projection
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Bluecore is a marketing technology company that’s reimagining how the world’s fastest-growing retail brands transform casual shoppers into lifetime customers. Through our patented retail data model and the recent release of Bluecore Communicate™ and Bluecore Site™, we replace manual processes with an intelligent, AI-driven workflow. We are credited with doubling email revenue and increasing customer retention for more than 400 brands, including Express, Tommy Hilfiger, The North Face, Teleflora, and Bass Pro Shops. We have been recognized as one of the Best Places to Work by Glassdoor and ranked No. 241 on the Inc. 500 List, the most prestigious ranking of the nation’s fastest-growing private companies.
Bluecore’s Integrations Engineering (IE) unit is a software engineering team dedicated to helping Bluecore customers extract maximum value from the Bluecore Retail Data Platform. As an IE, you will bring your technical know-how to the main connections of the Bluecore engine to our clients - drawing meaningful intelligence from their websites and implementing marketing solutions that map to the customer’s vertical, audience behavior, and product mix.
As an Integrations Engineer, your principal responsibilities will lie in (1) maintaining and writing JavaScript-based integrations that live on client websites, (2) configuring, monitoring, and maintaining the intake and manipulation of client data, and (3) utilizing internal infrastructure, tooling and documentation to solve complex, often-unique, client-specific problems. It is important to be detail-oriented in your work, as we work closely with a multitude of the industry’s top online retailers, all of which have very stringent requirements around the look and feel of their strategic communications.
You Are A Perfect Fit If You Love:
-Solving unique, complex problems: You are someone who can think critically, often on the fly, about nuanced technical problems to devise a scalable, maintainable solution. You enjoy the puzzle and the process of iterating and ideating before implementing a solution, and you are able to break complex problems into simple components for better analysis and digestion.
-Metrics and Data: You are someone who finds yourself consumed by daily, weekly and monthly metrics and loves turning those into best practices. Seriously, your work will be driving executive-level decision-makers at industry-leading brands on best business practices.
-Curiosity and Growth: You are someone who actually believes that diversity in thought and skills makes for a better workplace and a better you.
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Write client-side JavaScript to be run on clients' websites and configure custom recommendation logic using domain-specific tooling.
Develop the best technical solution possible for the toughest challenges that our customers will throw at you.
Ideate, develop, and improve upon internal tooling, procedures, and processes that facilitate the work of the Technical Services team.
Monitor the overall health and uptime of our most critical connections to clients
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Successful completion of reputable schooling in Computer Science or Coding Bootcamp.
Fluent in JavaScript and familiar with various other web development technologies.
Ability to take ambiguous workflows and turn them into structured processes.
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