IT service desk executive

At StarApps, our Customer Support Specialist plays a crucial role in providing expert assistance for our products and related technologies. As our products cater mostly to Shopify store owners, the Customer Support Specialist is well-versed in Shopify products.

This customer-facing technical position requires the specialist to troubleshoot and resolve customer issues promptly, ensuring exceptional support is provided with a high level of product knowledge and effective communication skills. Our ultimate goal is to surpass customer expectations consistently.

We cater to businesses of all sizes worldwide, and to support these entrepreneurs, you must possess an entrepreneurial mindset and have a comprehensive understanding of e-commerce technologies. The Customer Support Specialist serves as a key intermediary between our customers and the Engineering/Product teams.

What you'll be doing:

• Engage with customers, understand their needs, advise them, and solve their problems.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Log Software defects using a bug-tracking system and work closely with the engineering team to analyze defects and track them to resolution.
• Answering pre-sales questions of potential customers, follow-up with them, and helping in onboarding.
• Record cancellation reasons for customers & work with the business teams and product teams to find solutions to take proactive steps to reduce churn.
• Work with the product management team to continuously evolve the product based on customer feedback including issues raised & new feature requests.

Professional Competencies

• Demonstrated excellence in working with cross-functional and multi-disciplinary teams.
• Outstanding written & spoken communication skills.
• Well-organized with utmost care for details, along with excellent comprehending skills to address issues.
• Strong time-management and prioritization skills to work with multiple customers.
• Good Understanding of web technologies like HTML & CSS

Desired Skills & Experience

• Bachelor’s Degree Computer Science Related
• Minimum 2 years of experience in a customer support role
• Strong problem-solving skills
• Organized and reliable self-starter who can work independently

What we offer:

• We care about you; therefore, you'll be offered a competitive salary.
• We'll support your professional development however you need, whether it's with equipment, courses, books, or conferences.
• Flexible holiday policy to help you plan your vacations better.
• Performance-based rewards and incentives.

For more details about our products and why our customers love us, look at our apps and their reviews here: https://apps.shopify.com/partners/starapps-studio

This might change your life. Well, maybe not, but it'll be worth it.

Apply right away!

Support at Exotel is different. The goal is not just to deliver help to our customers, but to deliver happiness. It's not the same questions over and over again, and often involves researching/understanding the business side of how companies use our platform to build their communication applications and help accordingly.

Providing time-sensitive help to meet the customer’s needs during each interaction is of utmost importance.

Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew  from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story https://2018.exotel.com/">here.

Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA’s are met consistently. In this role, you will be working with internal and external stakeholders with high level of ownership on your deliverables with customer first approach.

• You're empathetic to customers and can easily put yourself in their shoes. You listen and understand well. You’re smart and know that not everyone comes with the same skill sets and help people whether they are technically inclined or not. Your job is to make the customer feel empowered and happy after each interaction.
• You love solving problems and have the ability to provide solutions to technical problems that customers face. You never give up when you don't know the answer right away.
• You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
• You write well. You know exactly what word or punctuation to use based on the context.
• As we are an API driven company, you either know how applications are built using APIs or have a keen interest to learn.

• You want to be an enabler for business success with an appetite for steep learning.
• You enjoy mentoring and coaching teams, take pride in teams success.
• You enjoy solving problems and thrive for excellence

• You’ll be our Product Champ in all areas. Providing solutions to different problems of clients by taking help of different internal tools, coordinating with Tech Support (this is one team with whom you’ll be working the most), Network operations, Customer Success, Product and Finance teams.
• You'll work one-on-one with customers, helping them to get the most out of Exotel. You might wing unplanned Skype calls and live screen-shares apart from answering phone calls and responding to emails.
• Ensure that all the related notes/ call comments are properly documented and suitable information is provided to clients.
• Maintain our https://support.exotel.in/support/home" target="_blank">knowledge base site. Write, edit and help create content whenever necessary.
• We work 24*7, considering we now are expanding geographically. We expect you to be comfortable working in rotational shifts (you’ll be working from home during nights and over weekends, though)

To know more, visit https://softlinkglobal.com/">https://softlinkglobal.com/

At Softlink:

• We obsess over user experience and delight
• We are out there to provide the best logistics and financial technology software applications to small, medium, and large scale businesses
• We thrive on developing a culture of learning and continuous improvement, both for people and processes
• We invest in each other's growth
• We believe in complete transparency, open dialogue, and no hierarchies
• We make objective and data-driven decisions
• We believe in taking charge and getting it done
• We give a damn about our team's well-being and growth within the company
• We encourage experiments and creativity in Technology
• We want you to be able to lead your own team or a project once you are ready
• We want you to see our vision, and become a part of our growth story

We are committed to strengthening equality, diversity, and inclusion at our workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential.

The Perks:

• An opportunity to feel proud of your work
• A platform to take up higher responsibilities, growth and career advancement
• A fun work-life balance
• An amazing team to work with

Requirement 

Process      : PhonePe Customer Service (Voice)

Shift Timing  : Day Shift

Working Days : 6

Week Off     : one rotational off

 Grad/Undergrad with minimum 1 year exp. into customer service process is mandatory 

Good communication skills required

 Salary : 

Upto 18k

 Rounds of Interview :

HR

Ops Round

V&A

Client Round 

 Note 

Work from office

DOJ - 7th November ber.

Transport Boundaries:

Ghatkopar till Ambernath

Panvel till Chembur

Panvel till Thane

• Assisting and coordinating with operations team
• supporting administrative staff
• conducting marketing research
• documentation and reporting to the operations department
• preparing reports on competitor product analysis
• ensuring if everything is working in a perfect manner
• using technology to keep the company updated behind the curtains
• Should be responsible for efficient dealing of complaints to completion and enabling satisfaction of customer.
• Responsible for rendering useful administrative support to other members of the customer care team.
• Responsible for documenting all calls with regards to participant inquires accurately using Call Tracking System.
• Responsible for monitoring Call tracking for responses from administrative team so call returns are done in a timely fashion.
• Responsibility is to Follow-up with participants within a 24-hour period in regards to the initial phone call even if it is to just touch base and let participant know inquiry is still be researched.
• Responsibility is to answer participant questions, as well as question participants to obtain full understanding of what information is being requested.

• Engage with our clients primarily through email, phone, or our ticketing system
• Understand client needs and tackle problems
• Think creatively about technical issues and find ways to change showstoppers into positive ways forward
• Work closely with internal teams and external partners to deep dive on a customer request or Issue to provider resolution within SLA.
• Manage workflow using our systems to ensure nothing falls to the bottom of the to-do list
• Keep current on product releases and updates
• Share the knowledge among your fellow trouble-shooters and create knowledge articles when necessary
• Support Customers working with Migration teams on Data Migrations to our Platform.
• Work on migrating sensitive customer data from a third-party investment platform or Excel to SyndicationPro with minimal supervision.
• Understand the client’s needs and set up the SyndicationPro platform to meet customer expectations.
  
   

• A passion for solving problems.
• A way with words that makes technical topics easy to understand
• A keen eye for getting to the root cause of an issue
• A love of helping people
• An ability to manage multiple needs and keep them all on track
• A strong ethos towards helping the team win
• Prior experience in SaaS environments
• Experience with MS Office and data programs
• Attention to detail
• Confidentiality

• Experience in writing professional Emails
• Experience in handling a high volume of customer queries
• Must have 1-2 years of prior experience in SAAS environments.
• Must be comfortable working during night shifts.

Job Description

We are looking for a couple of awesome Product Support Engineers for our own software product Enpass password manager (www.enpass.io) which is being used by millions of end users worldwide and is available for iOS, Android, Windows, Mac, and Linux. It is a tech-oriented application, localized in 33 languages and has a vast and varied user-base, offering a wide scope of learning in every aspect of software testing and support.

This position requires well-rounded product support experience of 1 year. Further, it requires good command over specific OS internal settings, multitasking, mentoring, ability to assign and manage tasks for others and communication (written and oral) skills.

RESPONSIBILITIES

• Provide first, second and third tier (L1, L2, L3) product support via email, Social media, and our Forums.

• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using Enpass.

• Monitoring application processes, application logs and taking appropriate resolution actions in case of failures.

• Ask customers targeted questions to quickly understand the root of the problem.

• Resolving all customer issues in a time bound manner. Comply with the SLA for issue resolution.

• Work closely with technical teams to investigate complex issues and enhance the quality of existing products.

• Document and follow-up of customer suggestions for continued improvements to Development Team.

• Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets.

• Constantly Improve Product Knowledgebase to use internally and a FAQ.

• Work on improvement of customer's FAQ and User manual.

• Taking ownership of customer issues reported and seeing problems through to resolution.

SKILLS & QUALIFICATIONS

• Bachelors or Masters (Computer Science / Electronics / Electrical / IT / Computer Applications / Software Engineering).

• 1 to 2 years of related work experience required. Previous product support experience from a tech-oriented software product is a plus.

• Technically sound and well versed in working with different cloud services, OS configurations & settings, networking basics and in-outs of software operations.

• Knowledge of SQL, XML, JSON is a plus.

• Ability to troubleshoot the cause of technical problem in using software.

• Good interpersonal skills; well organized, detail oriented; multitasking; strong oral and written communication skills; previous experience in conducting basic troubleshooting of software via email, online web tools.

• Ability to mentor and assign and manage tasks for others.

• Ability to troubleshoot the tickets to determine the root cause of problems in a timely manner.

We’re looking for a caring and photography-loving Customer Service Representative. You would be responsible for quickly resolving answering customer queries via email, phone, social media, or live chat; getting feedback from customers; identifying areas of improvements and working closely with our teams to continuously improve our service quality.

• Make sure customer queries are solved quickly with a high degree of satisfaction
• Handle customer complaints across email, phone, social media, and live chat
• Maintain and improve customer service SLA’s
• Look for ways to improve our service quality via root-cause analysis
• Help build a customer-centric company culture
• Collaborate closely with our teams

• Bachelor's Degree
• Excellent English writing and speaking skills
• Detail-oriented
• Active on social media
• Hindi, Marathi or Kannada language skills a plus
• A love of photography