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Experience.com - We make every experience matter more . . .

Position: Technical / Product / Customer Support Specialist

Job Location: Chennai (Base Location) / Remote

Shift Time: US shift (PST)

Employment Type: Full Time

Customer Support Specialists are responsible for an incredible customer experience, serving as a partner, consultant, and advisor to our client community of technology and services professionals. As a part of Experience.com’s Create WOW mission, Customer Support Specialists work with technology companies, offering top-notch customer support and creating long term customer relationships. Above all, the Customer Support discipline helps real people solve real business problems. Channeling their strong sense of empathy, Customer Support Specialists care about people as much as they do getting work done. Natural fluidity and thoughtfulness to written and verbal communication is key, and a good sense of humor is a plus.

Essential Duties and Responsibilities:

• Respond to and resolve customer queries through all support channels (including email, chat, phone).
• Drive timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals, ensuring consistent communication on status and next steps.
• Own the front-line technical support process, triaging cases and classifying them by their objective priority and customer-specific severity, diagnosing underlying factors, and prescribing a plan of action to address.
• Provide support and relationship management to customers by answering product questions, reviewing client issues, delivering end-user support and training, and conduct systems troubleshooting.
• Facilitate product feedback sessions with clients by prescribing an immediate solution to the core business problem, including workarounds if needed, while also serving as a channel to the product team for issues.
• Define and adhere to internal metrics and guidelines for response rates, on-brand messaging, and customer satisfaction using key performance indicators including client satisfaction and knowledge scores.
• Delight customers and build loyalty by providing joyful and personal customer support, leveraging data to predict a customer’s pain-points and anticipate client needs in a human, approachable way.

Key Performance Indicators:

1. Performance against Support Service Level Agreement (SLA) metrics.
2. Internal Customer Feedback measures, including Customer Satisfaction (CSAT).

Skills and Experience:

• Bachelor’s Degree required.
• 1+ years of experience in customer service, client operations, or directly related experience.
• Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud.
• Prior experience of using and testing APIs, as well as providing customer support on integrations.
• Basic knowledge of HTML, CSS, and JavaScript experience using browser developer tools to diagnose issues and conduct investigations with a client’s configuration and implementation of our solutions.
• Prior experience within a software-as-a-service (SaaS) environment is a plus.
• Knowledge of SQL and relational databases in general is a plus.

Competencies & Proficiencies:

[LOW] Building Effective Relationships

• Selecting the appropriate communication method and tool given the information.
• Engaging with authenticity and empathy, nurturing genuine relationships.
• Choosing the guidance that best matches the audience, accurately delivering a message.
• Approaching situations with maturity using behaviors of inclusion and positive communication techniques to resolve conflicts.

[MOD] Bias for Action

• Managing project and program work effectively, delivering against known goals and deadlines.
• Contextualizing a known playbook given unexpected circumstances to meet goals and solve problems.
• Using autonomy to correctly identify the cause of a problem or situation and applying the right solution.
• Maintaining conditions of support for necessary action, despite competing priorities.

[LOW] Disciplined and Strategic Thinking

• Learning from past actions and outcomes to improve work quality consistently.
• Quickly defining the problem and applying the most effective solution, not necessarily the obvious one.
• Filtering for ambiguity that impacts the goals at hand instead of being reactive to atmospheric complexity.
• Using good judgment to select the appropriate course of action given the situation and data available.

About Us

We believe that experience is everything. Experience.com has built the most impactful Experience Management Platform (XMP) available anywhere, with features to drive operational and behavioral change, in real-time, during the moments that matter. XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every experience matter more.

Founded in 2015 and originally founded as SocialSurvey, Experience.com is headquartered in San Ramon, Calif. and backed by SavantGrowth (fka Kennet Partners), Silicon Valley Data Capital, Tri-Valley Ventures, and Wilson Sonsini Goodrich & Rosati.

Indian Registered name: Buyers Road India Private Limited

URL: www.experience.com

JD for SharePoint and Power Apps Developer Priority

Job Summary: We are looking for an experienced SharePoint and Power Apps Developer to join our team. The successful candidate will be responsible for designing, developing, testing, and deploying custom solutions on SharePoint and Power Apps platforms. The ideal candidate should have a strong background in SharePoint and Power Apps development, as well as experience with Microsoft Power Platform technologies.

Responsibilities:

 • Design, develop, test, and deploy custom solutions on SharePoint and Power Apps platforms • Develop and implement custom workflows and forms using Microsoft Power Platform technologies • Develop and maintain SharePoint and Power Apps solutions using best practices • Create and maintain technical documentation and user manuals • Work closely with stakeholders to identify requirements and develop solutions that meet business needs • Collaborate with other developers and team members to ensure timely delivery of high-quality solutions • Stay up-to-date with the latest SharePoint and Power Apps development trends and technologies

Requirements: 

• Bachelor’s degree in Computer Science, Information Systems, or related field

• Minimum of 5 years of experience in SharePoint and Power Apps development

 • Strong experience with Microsoft Power Platform technologies such as Power Automate, Power BI, and Power Virtual Agents

 • Strong experience with SharePoint development, including SharePoint Framework (SPFx), SharePoint Designer, and SharePoint Online

• Experience with SharePoint migration and administration is a plus

• Knowledge of HTML, CSS, JavaScript, and TypeScript

• Strong analytical and problem-solving skills

• Ability to work independently and as part of a team

 • Excellent communication and interpersonal skills

• Ability to multitask and manage.

Job Type: Full-time 

Experience- 5 yrs (not below)

Location: Hyderabad (WFO)

Requirements:

• 2-3 years of experience in retail onboarding for SCF/ Fintechs/QR/Business loan etc

The JD is as below:

• Onboarding customers, collecting all the required documents, executing agreements etc
• Collecting repayments and educating customers on credit benefits and timely repayment benefits
• Building and maintaining relationships with clients and sellers' ground team
• Meeting and exceeding sales targets
• Staying up-to-date on company policies and competitor activities
• Collaborating with internal teams and anchor teams to ensure the successful product placement
• Providing excellent customer service to customers/borrowers

Do let me know if any other details are required.

Responsible for performing full-cycle recruiting functions including but not limited to job understanding, candidate sourcing, social networking, phone screening, email communication, documentation, summary writing and presentation.

Identifying right candidates with the right skills to match the US clients’ requirements Regularly interacting with Account Manager to understand the requirements

Should understand the requirement in depth to ensure quality sourcing and recruiting

Should ensure to revert submit profiles with quick turnaround time for timely submissions to meet sharp deadlines for each requisition

Make use of effective resourcing strategies, such as head hunting, Internet sourcing, networking, employee referrals

Must have experience on full Life Cycle of Recruiting (screening resumes, interviewing, offer extension and post-placement care)

Ability to work as a good team player, Maintaining & building the candidate database

Requirements:

Minimum 2 Years of Full Cycle Recruiting experience particularly in pharmaceutical /scientific/life science domain for US staffing and recruiting industry.

Excellent English language skills including reading, writing and speaking.

Ability to communicate fluently with foreign nationals.

Self-motivated, passionate and energetic professionals.

Comfortable to work in night shift (6.30PM to 3.30AM IST)

As our Full Stack Engineer, you will be developing fast, reliable and scalable web applications while taking responsibility for shipping core backend features.

Roles and responsibilities:

1. Develop smooth, scalable and pixel-perfect web-app products
2. Architect, optimize and scale complex systems like the database engine and APIs
3. Follow TDD and write well designed, factored, and tested code
4. Develop new features and maintain existing code
5. Manage infrastructure and ensure security of applications
6. Solve complex product and engineering challenges alongside the core team

What we're looking for in you:

1. 4+ years of experience in Full Stack Development
2. Extensive programming skills with a proficiency in Java, Spring Boot and Javascript
3. Have strong fundamentals in systems design and RDBMS and NoSQL databases
4. Product minded: Strong UI/UX and design sense
5. Strong understanding of asynchronous request handling and dynamic web page development
6. Experience working with React.js, Next.js, Node.js, HTML, CSS, Redux, TypeScript
7. Stellar problem solving and research skills with the ability to design scalable systems
8. Exposure with AWS/GCP, Docker, Kubernetes and CI/CD Setups
9. Experience in functional, L& P and security testing

Benefits of working with Rivi:

• Stock Options
• Flexible work hours
• More responsibilities and more opportunities
• The chance to exponentially grow in your career, as Rivi grows
• Work on real innovation and a futuristic vision
• Enhance your skill-sets and knowledge
• Opportunity to learn about many different verticals
• Feel empowered and change things - We value ideas and suggestions
• Work in an inclusive culture where transparency, creativity, accountability and ownership is encouraged

At Navi, our mission is to build financial services that are simple, accessible and affordable.

Navi is founded by Sachin Bansal & Ankit Agarwal to build consumer-centric and technology-driven businesses in the BFSI (Banking, Financial Services & Insurance) space.

Responsibilities:

• Work on the development of the Android app for our first product
• Write clean, well-tested code
• Optimise app performance using real profiling data

Requirements:

• 3+ years of software development experience
• Strong computer science fundamentals
• Deep knowledge of Java and Android SDKs, familiarity with Kotlin
• Can write code that is readable, maintainable and testable
• Know the importance of tests and how to approach writing different types of tests

Bonus:

• Know how to use test driven development as a design tool
• Seek to identify key underlying ideas and use those as building blocks before reaching for shiny new tools