Insurance Expert

Job Title: Customer Support Executive

Location: Bangalore, India

Elocity is a cleantech start-up striving to make the world a better place through technology innovations. We are building a global infrastructure for making the transition to electric vehicles viable, affordable, and sustainable by working closely with the utilities, governments, and public.

Headquartered out of Canada, we are a team of highly specialized domain experts and problem solvers enabling utilities, public and private sector entities to successfully manage the demands of electric vehicle charging and its infrastructure needs to pave the way for electromobility in future.

To know more visit https://elocitytech.com/

Responsibilities:

Develop a deep understanding of the company's products and services to provide accurate and comprehensive support to customers.

Utilize your excellent product knowledge to effectively assist customers and address their queries and concerns.

Handle customer phone calls, ensuring professional and courteous communication.

Direct calls to the appropriate department for more complex query resolution, ensuring a seamless customer experience.

Proactively gather feedback from customers to identify areas of improvement and relay it to the relevant teams within the organization.

Establish and maintain positive relationships with clients and customers, both in person and over the phone.

Excel at handling customer inquiries, resolving complaints, and ensuring prompt and satisfactory resolution.

Utilize your strong communication skills to effectively convey information and provide clear instructions to customers.

Demonstrate proficiency in working with Excel workbooks for efficient data management and reporting.

Strive for continuous improvement in customer support processes and contribute to enhancing the overall customer experience.

Qualifications:

Proven experience in a customer support or related role, preferably in a fast-paced environment.

Excellent product knowledge and the ability to quickly grasp and understand complex concepts.

Strong communication skills, both verbal and written, with the ability to articulate information clearly and concisely.

Proficiency in handling customer inquiries and resolving issues in a professional and timely manner.

Ability to build rapport with customers and establish trust and credibility.

Proficiency in working with Excel workbooks for data management and reporting purposes.

Exceptional problem-solving and analytical skills, with the ability to think on your feet and provide effective solutions.

Good organizational skills and attention to detail.

Ability to work well under pressure and in a team-oriented environment.

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience:
• Minimum 3-5 years of experience in software development.
• Experience with NEWGENOne and SnapLogic platforms would be a plus.
• Strong background in .Net and Java development.
• Technical Skills:

• Expertise in developing and managing iPaaS integrations.
• Solid understanding of web services, APIs, and data integration techniques.
• Knowledge of SQL and database management.
• Analytical Skills: Exceptional logical thinking and problem-solving skills.

• Soft Skills:
• Strong communication and interpersonal skills.
• Ability to work effectively in a collaborative team environment.
• Solution-oriented mindset with a proactive approach to addressing challenges.
• Certifications: Relevant certifications in BPM, iPaaS, .Net, or Java are a plus.

Preferred Qualifications:

• Familiarity with Agile/Scrum methodologies.

Knowledge of additional programming languages and frameworks

Location - Bangalore

Role - HR Generalist

Responsibilities

1. Manage our recruitment and onboarding cycle and ensure we always meet our staff requirements

2. Regular update on sharing HR best practices in the industry

3. Engagement interventions with the team to improvise on their productivity and effectiveness for direct & indirect employees

4. Prepare and follow up on the career progression plan and development of the same

5. Consistently recruiting excellent staff

6. Maintaining a smooth onboarding process

7. Training, counseling and coaching our staff

8. Resolving conflicts through positive and professional mediation

9. Carrying out necessary administrative duties

10.Conducting performance and wage reviews

11. Developing clear policies and ensuring policy awareness

12.Maintaining and reporting on workplace health and safety compliance

13.Handling workplace investigations, disciplinary and termination procedures

14.Maintaining employee and workplace privacy

15.Undertake tasks around performance management

16.Promote HR programs to create an efficient and conflict-free workplace

17.Organize quarterly and annual employee performance reviews

18.Enhance job satisfaction by resolving issues promptly, applying new perks and benefits and organizing team building activities

Requirements

1. 4+ year of experience as an HR Generalist

2. Problem-solving must be able to critically and actively analyze situations, spot issues, and present viable solutions

3. Team player, flexible, patient, and able to work cross-functionally, managing and motivating employees

• Partners with business stakeholders to translate business objectives into clearly defined analytical projects.
• Identify opportunities for text analytics and NLP to enhance the core product platform, select the best machine learning techniques for the specific business problem and then build the models that solve the problem.
• Own the end-end process, from recognizing the problem to implementing the solution.
• Define the variables and their inter-relationships and extract the data from our data repositories, leveraging infrastructure including Cloud computing solutions and relational database environments.
• Build predictive models that are accurate and robust and that help our customers to utilize the core platform to the maximum extent.

• 12 to 15 yrs of experience.
• An advanced degree in predictive analytics, machine learning, artificial intelligence; or a degree in programming and significant experience with text analytics/NLP. He shall have a strong background in machine learning (unsupervised and supervised techniques). In particular, excellent understanding of machine learning techniques and algorithms, such as k-NN, Naive Bayes, SVM, Decision Forests, logistic regression, MLPs, RNNs, etc.
• Experience with text mining, parsing, and classification using state-of-the-art techniques.
• Experience with information retrieval, Natural Language Processing, Natural Language
• Understanding and Neural Language Modeling.
• Ability to evaluate the quality of ML models and to define the right performance metrics for models in accordance with the requirements of the core platform.
• Experience in the Python data science ecosystem: Pandas, NumPy, SciPy, sci-kit-learn, NLTK, Gensim, etc.
• Excellent verbal and written communication skills, particularly possessing the ability to share technical results and recommendations to both technical and non-technical audiences.
• Ability to perform high-level work both independently and collaboratively as a project member or leader on multiple projects.

• Ability to provide overall product value and differentiate support offerings that clearly map to customer needs.
•  Ability to  Identify and resolve gaps in customer expectations versus actual service levels.
• Assists with the creation of a sales cycle plan.
• Manage Customized project requests and handle projects till it doesn’t go live.
• Coordinate with the Technical team, Client, sales team, and delivery team for a project.

KRA – Manager Presales

• Ability to provide overall product value and differentiate support offerings that clearly map to customer needs.
• Identify and resolve gaps in customer expectations versus actual service levels.
• Lead Generation activities such as cold calling to prospects
• Assist in preparation of sales proposals, RFP, and RFI responses
• Research and develop prospect list using LinkedIn and Web research
• Create proposals, sign-off documents, and integration documents.
•  Expected to be thorough with the products of the company and if there are any new developments or innovations going on.

• Design, develop and maintain features, services, products that are part of a company
• Own delivery of said features and services
• Own success of the products by tracking its lifecycle with customers
• Build systems that scale horizontally
• Write automated tests to ensure code quality
• Work with customers to build a product roadmap
• Work with sales & marketing to sell your product to end-users
• Work as an integral part of an agile software development team to build features end-to-end
• Support those features in the company production environment by participating in an on-call rotation

• Bachelor's degree in Computer Science or equivalent work experience
• 3+ years of experience working on teams to develop and deploy web or mobile applications
• Expertise with Javascript and NodeJS; knowledge of frameworks such as React.js is a big plus
• Experience writing and consuming RESTful APIs
• Expertise with data modeling
• Proficiency with git and Github workflows
• Expertise with test-driven development and automated testing
• Proficiency with SQL and NoSQL datastore
• Excellent analytical and problem-solving skills
• Excellent communication skills and fluent English
• Open to learn and work on new technologies