Jr. Off-Page SEO Executive

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity:

• Handle inbound calls, chats, and email tickets professionally and efficiently.
• Ensure accurate ticket creation and categorisation in the CRM for every interaction.
• Resolve customer issues within defined SLAs (majority within 4 business hours).
• Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.
• Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction:

• Deliver a positive, empathetic, and solution-oriented experience on every interaction.
• Maintain high CSAT scores by setting correct expectations and closing issues completely.
• Ensure customers clearly understand the resolution provided before closing tickets.

3. Ownership & Accountability:

• Take end-to-end ownership of assigned tickets until closure.
• Avoid unnecessary escalations by resolving issues at first touch wherever possible.
• Proactively follow up on pending cases and ensure closure within SLA.
• Escalate only when required, with complete context and documentation.

4. Revenue Signals, Cross-sell & Proactiveness:

• Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
• Highlight relevant MyOperator products or features based on customer needs.
• Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene:

• Follow defined support processes, workflows, and communication guidelines.
• Ensure accurate and timely updates in CRM for all tickets and interactions.
• Participate in new process rollouts, tool adoption, and team initiatives.

Skills & Competencies:

Must-Have Skills:

• Strong verbal and written communication skills (English required; Hindi/regional language is a plus).
• Customer-first mindset with problem-solving ability.
• Ability to multitask across calls, chat, and tickets.
• Comfortable working with CRM tools and support dashboards.
• Willingness to work in shifts, including weekends if required.

Good-to-Have:

• Prior experience in B2B SaaS, telecom, or customer support roles.
• Experience handling chat or omnichannel support.
• Basic understanding of CRM or cloud communication platforms.

Behavioural Expectations:

• Ownership-driven: sees problems through to closure.
• Process-oriented but customer-centric.
• Comfortable working with targets, SLAs, and scorecards.
• Open to feedback, coaching, and continuous improvement.
• Team player who collaborates well with TLs and Account Managers.

• 1-3 years of experience or training received as a Software Tester for web and mobile applications or similar roles. #software testing
• Good knowledge of Test case preparation.
• Good written and verbal communication skills.
• Strong analytical and documentation skills to present findings to team members.
• Analyze client requirements for validity and feasibility
• Good logical thinking
• Execute all levels of testing - Software Tester - Manual testing
• Detect and track defects and inconsistencies

Job Summary:

As a Back-end Golang Developer, you will play a pivotal role in designing, developing, and maintaining our back-end infrastructure and applications. You will be responsible for crafting scalable, secure, and robust APIs and products that meet our high standards of performance and reliability. Your expertise in Golang and profound understanding of software engineering principles will be critical in building solutions that drive our company's success.

Responsibilities:

● Collaborate with cross-functional teams, including front-end developers, product managers, and designers, to understand project requirements and contribute to technical discussions.

● Design, develop, and implement high-quality Golang-based back-end systems and applications, ensuring scalability, performance, and maintainability.

● Create and maintain APIs that enable seamless integration with various platforms and services.

● Utilize best practices in software development, testing, version control, and deployment to ensure the delivery of top-notch products.

● Optimize existing code and database queries to improve overall system performance and response times.

● Conduct thorough code reviews and provide constructive feedback to team members to maintain code quality and consistency.

● Implement security best practices in Golang development to safeguard sensitive data and prevent security vulnerabilities.

● Proficiently use Goroutines and Channels to handle concurrent operations and enhance system efficiency.

● Employ Go's built-in testing and benchmarking tools to ensure robustness and optimize performance.

● Implement caching strategies and data storage solutions tailored to specific project requirements.

● Develop RESTful APIs adhering to API design principles and standards.

● Implement logging and monitoring systems to facilitate efficient debugging and monitoring of applications.

● Integrate third-party libraries and APIs to enhance application functionality.

● Leverage Go's interfaces and struct composition to build modular and extensible codebases.

● Stay up-to-date with industry trends and advancements in Golang and related technologies, recommending suitable technologies and methodologies to enhance development processes.

● Mentor junior developers, sharing your expertise and providing guidance to help them grow professionally.

Qualifications:

● Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field.

● Minimum of 5 years of professional experience in software development, with a focus on back-end development using Golang.

● Proven track record of successfully delivering high-quality APIs and products in a production environment.

● Strong knowledge of Golang and its core libraries, with the ability to write clean, efficient, and maintainable code.

● Experience with Go frameworks and proficiency in building RESTful APIs.

● Extensive experience with various database systems, such as MySQL, PostgreSQL, Graph, or NoSQL databases, and proficiency in writing optimized queries.

● Solid understanding of software architecture principles and design patterns, including microservices architecture.

● Familiarity with cloud computing platforms, such as AWS, GCP, or Azure, and experience deploying applications in a cloud environment.

● Experience with containerization technologies, like Docker and Kubernetes, is a plus.

● Excellent problem-solving skills and the ability to work effectively in a fast-paced, collaborative team environment.

● Strong communication skills, both written and verbal, and the ability to articulate technical concepts to non-technical stakeholders.

Join our dynamic team and help shape the future of our innovative products and APIs with your deep expertise and passion for back-end development in Golang. We offer a competitive salary, a comprehensive benefits package, and a stimulating work environment where your skills and contributions will be highly valued. Apply now and be part of our exciting journey!

• Excellent communication skills and approach skills
• Customer pitch and conversion skills 
• Arrange a meeting with the designer for a requirements discussion
• Onboard clients & hand it over to the designer to start the design process
• Handle escalations if any 

Roles and Responsibilities:

1.    Develop, enhance, document, and maintain application features in C#/Asp.Net.

2.    Excellent understanding of Database concepts and strong ability to write well-tuned SQL Statements.

3.    Participate in design, code and test inspections throughout product life cycle to contribute technical expertise and to identify issues.

4.     Knowledge of developing desktop-based applications is also desirable.

5.    Understand technical project priorities, implementation, dependencies, risks and issues.

6.    Big Data knowledge is a Plus.

7.    Drive design reviews while adhering to security requirements.

8.    Provide direction for .Net developers and act as escalation point for questions or issues.

9.    Performs technical analysis to identify and troubleshoot application code – related issues.

Keyskills

1. Must have hands on experience with ASP_Net, ASP_Net_MVC, Asp .net 4.5 , Core

2. Must have good experience in C#

3. Must have good experience in API

4. Must have hands on experience in HTML_5, angular js,CSS,CSS,CSS3, jQuery, Bootstrap, jAVASCRIPT,

5, Must have experience in Microsoft_SQL_server

● Strong proficiency in JavaScript, including DOM manipulation and the JavaScript object model

● Thorough understanding of React.js and its core principles

● Experience with popular React.js workflows (such as Flux or Redux)

● Familiarity with newer specifications of EcmaScript as well as HTML and CSS

● Experience with data structure libraries (e.g., Immutable.js)

● Working knowledge and integration knowledge with RESTful APIs

● Knowlegde of websockets implementation is a must.

● Knowledge of modern authorization mechanisms, such as JSON Web Token

● Familiarity with modern front-end build pipelines and tools

● Experience with common front-end development tools such as Babel, Webpack, NPM, etc.

● Ability to understand business requirements and translate them into technical requirements.

● A knack for benchmarking and optimization

● Familiarity with code versioning tools {such as Git}

● Added advantages if you have working knowledge of AWS

Desired Candidate Profile

• MBA in HR
• 5-7 years relevant work experience in TA in a fast paced organization
• Excellent communication skills
• Ability to be comfortable with a high volume workload and not be afraid to "roll up your sleeves"
• Ability to identify problems and drive appropriate solutions
• Strong management skills
• Ability to manage multiple priorities simultaneously
• Excellent organizational and interpersonal skills