Presales Manager

Location:

This is a 100% remote opportunity for applicants residing in India.

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With 60,000 customer base, we need people like YOU to help us grow and scale even further in the coming years.

We currently have 850+ employees worldwide, working remotely as well as in our headquarters, which is located in Dallas, Texas.

Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and, above all, encourage a healthy work-life balance for our employees wherever they call home. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions. Want to learn more? Check out our website: www.gohighlevel.com. 

Who You Are: 

The primary role of the Customer Support Representative would be to act as a technical resource to our customer base for HighLevel’s suite of software features. A qualified Customer Support Representative possesses the ability to troubleshoot product issues and has experience supporting software solutions preferably within the technology industry.

What You’ll Do:

Today: 

• Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments.
• Use judgment within defined practices and procedures.
• Work directly with other support team members of all levels, as needed.
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
• Be accessible and available to multiple customers.
• Establish priorities and communicate rationale and time-frame clearly to customers.
• Suggest articles to the knowledge base in an effort to promote self-help for our customers.
• Be readily available with camera on to assist customers via Zoom video calls and address their questions or concerns.

Soon:

• Receive and record incident-related information over the phone, chat, email (and other) channels using a variety of tools, techniques, and procedures.
• Conduct analysis, gather information (i.e. click steps, logs, screenshots), and troubleshoot customer issues.
• Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to HighLevel’s software solution.
• Work directly with team members to resolve customer issues and request enhancements for our products.
• Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.
• Participate in the testing of new product releases.

Eventually:

• Resolve or recommend resolutions to customer problems.
• Other duties may be assigned and/or modified as business needs change.

What You’ll Bring: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience/Education/Certifications Required:

• 2+ years of prior technical support experience in a product based organization preferably B2B SaaS fielding and resolving technical inquiries in a well-structured professional manner
• Strong technical aptitude, analytical and troubleshooting skills.
• Demonstrated ability to maintain self-control while defusing stressful customer situations.
• Excellent customer service attitude.
• The ability to be a team-player as well as work independently. 
• Excellent note-taking skills.
• Experience with ticketing systems.
• Experience working with a combination of inbound calls, chats, and follow up emails to the customer for exceptional customer service.

Additional Skills Required: 

• Fluent in English.
• Demonstrated verbal and written communication skills.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

About DataGrokr:

DataGrokr (www.datagrokr.com) is a cloud-native technology consulting organization providing the next generation of data management, cloud and enterprise solutions. We solve complex technology problems for our global clients who rely on us for our deep technical knowledge and delivery excellence.

If you are unafraid of technology, believe in your learning ability and are looking to work amongst smart, driven colleagues whom you can look up to and learn from, you might want to check us out.

About the Role:

(Job location – Bangalore)

Job Overview:

We are seeking a highly skilled and experienced Lead Full Stack Developer to join our team. The ideal candidate will be responsible for building complex applications and leading a full-stack development team. He/she will work closely with our development team and stakeholders to develop innovative solutions and drive technical excellence to build high-quality, scalable, and responsive web applications.

Roles and Responsibilities:

• Lead and manage a team of full-stack developers.

• Design and implement complex applications and architecture using modern software development practices.

• Collaborate with product managers, designers, and other stakeholders to understand project requirements and develop technical solutions that meet business needs.

• Provide technical leadership and mentorship to the development team, and conduct code reviews to ensure code quality and maintainability.

• Ensure that the codebase is scalable, maintainable, and of high quality.

• Optimize application performance and user experience.

• Stay up to date with the latest trends and best practices in both Frontend and Backend development and recommend new tools and technologies to improve the development process.

• Define and enforce coding standards, development methodologies, and best practices Desired Candidate Profile:

• Bachelor's degree in Computer Science & Engineering or a related field.

• At least 7 years of experience in Full Stack development

• Minimum of 5 years in a Lead/Architect role.

• Experience in designing and implementing complex applications and architecture.

• Minimum 4 years of experience in at least one Cloud Technology like AWS, GCP and Azure.

• Experience in Web Application Frameworks like Angular or React for frontend and NodeJS, Flask or Django for Backend.

• Strong knowledge of JavaScript, HTML, CSS, and other web technologies.

• Strong knowledge of any one OO Programming Language like Python, Java and C#.

• Experience with state management libraries such as Redux, MobX or Zustand.

• Solid understanding of Security Best Practices.

• Good understanding of Testing – Unit, Integrated, Regression and E2E.

• Exposure to micro-services / serverless architecture is a plus

• Exposure to CICD tools like Azure DevOps, Jenkins, Gitlab CICD, etc.

• Write well-designed, testable, efficient code by using best software development practices.

• Active contribution to Open-Source Communities and Libraries. Benefits:

• You will work in an open culture that promotes commitment over compliance, individual responsibility over rules and bringing out the best in everyone.

• You will be actively encouraged to attain certifications, lead technical workshops and conduct meetups to grow your own technology acumen and personal brand.

• You will be groomed and mentored by senior leaders to take on positions of increased responsibility.

If you are a passionate and skilled Full Stack Developer with leadership experience and want to be part of a young, innovative and competent team, we encourage you to apply.

Technical Overview:

● You will be expected to design, develop and maintain large-scale complex backend web applications.

● You will be expected to rapidly learn and apply relevant new technologies.

● You will be having a high level of interaction with business and product stakeholders.

● You will be working on the entire web application stack, which includes:

      o Web server hosting

      o RESTful communication

      o Message brokering

      o Backend application layer, which includes the service and domain layers

     o Data layer for persistence or caching

● You will be participating in an agile software development cycle, which includes:

     o Design

     o Development

     o Code Review

     o Unit and Integration Testing

     o Release

● As a Staff Engineer, you will be expected to contribute to design, code review, refactoring, and project management.

● You will be exposed to the following technologies:

     o Web application frameworks: Ruby on Rails, Node.js, Java Play, Vert.x, AIOHTTP, AWS Lambda

     o Languages: Ruby, Java, Kotlin, Javascript, Python

     o Data stores: PostgreSQL, Aerospike, Redis, Amazon Redshift

     o Communication: HTTP, Amazon SQS, Sidekiq, Amazon SNS

     o Server Management: Amazon ECS, Docker

Product Overview:

You will be contributing to products concerning both customers and partner drivers.

Product sectors include:

1) Growth: You’ll build tools to help boost user growth on the platform including our industry-best driver onboarding, training and certification system, referral system, and lead management models.

2) Lifecycle Management: Build tools to help users engage with the platform better, which include rewards and recognition modules, subscription services account management tools, partner and customer wallets and payout modules, and churn detection systems among others.

3) Transaction Experience: You’ll help deliver the most delightful booking experience to our customers and drivers. As part of this team, you’ll be responsible for our core booking system, pricing and payment

systems, location tracking and filtering services, fraud prevention systems, and in-app ticketing and support among others.

4) Fulfilment: As part of the fulfillment team, you’ll work on systems that ensure a high degree of ride fulfillment on the platform. Tools include allocation methodologies and systems, dynamic pricing, dynamic partner routing, and partner re-activation tools among others.

5) Enterprise Solutions: You’ll help Porter’s enterprise customers achieve delivery excellence. You’ll build tools for contract management, fleet management, fleet and route optimization tools, alerting and monitoring tools, and analytics suite among others.

We are looking for Full Stack Developer.

Experience - 2 to 5 years 

Location - Ahmedabad 

5 Days working 

Required Skills:

• Should have strong hands on experience in Node.js, React.js & Angular.js.
• Deep understanding of object - oriented JavaScript and design principles and standards, and has a solid programming background
• Experience handling different browser capabilities
• Hands - on experience in UI optimization best practice implementations
• Demonstrated ability to accurately estimate and scope development work
• Good analytical and problem - solving skills
• Communication skills are imperative both in written and in verbal form
• Excellent organizational and coordination skills

Job Responsibilities-

• Be in charge of running and managing the team on a daily basis
• Set performance targets for all associates in the team to meet up with overall process objectives
• Schedule and organize shift patterns for team members to ensure that the process is adequately staffed to meet the SLA's
• Monitor files of team members to ensure that due procedures and quality standards are strictly adhered to
• Conduct regular reviews of all agents performance and organize training sessions for underperformers
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center
• Manage the daily team activities and operations
• Drive Team adherence and manage to schedule
• Managing Escalations (Internal & External)

Job Requirement-

• Excellent verbal and written English communication skills
• Must have handled a team size of minimum 5-10 people in his/her current role
• Should be comfortable with reports, dashboards & share insights from data to improve the process.
• Proficient in MS Office, Skype
• Experience in international KPO/BPO will be an added advantage
• Thorough understanding of operations metric, people practices (Score calculations, Parameters, Ratings, Attrition)
• Should ready to work in night shift
• Any degree required
• Should have minimum 1 to 2 years relevant experience

Job Location: Bangalore/Udupi/Mumbai

About Company

Robosoft is a full-service digital transformation company, with a vision to Simplify Lives. We offer end-to-end solutions in Product Advisory, Design, Engineering, and Analytics.  The delightful, intuitive digital experiences we craft help enterprises offer great customer experiences and drive brand preference. In 1996, our first customer was Apple Inc. Since then, with 25 years of experience in software development, we have played an active role in the ever-changing world of digital experiences - from mobile app development to emerging technologies in digital experiences.1000+ employees based in Udupi, Bangalore, and Mumbai.

The acquisition of Robosoft with TechnoPro in Aug-21 is giving us more value and scalability to grow at a faster pace.  We have partnered with several prestigious brands across the globe including Discovery, ESPN, AAA, HP, McDonald’s India, Paytm, NDTV, Viacom18, Disney, BSI and more. We have crafted over 2000 digital experiences and our apps have garnered over a billion downloads. Our clients are spread across diverse domains - Banking & Financial Services, E-commerce & Retail, Media & Entertainment, Healthcare & Pharma to name a few. 

Voted ‘Mobile App Development Company of the Year’ at the Amazon Mobility Awards, our other prestigious awards include Top Wearable App Developers, Best UX Design Agency 2020, ‘Products, Upgrades, and Innovation of the Year'​ at CEO World Awards, Best of App Store, Apple Design Award, BAFTA, Stevie Gold Winner at American Business Awards to name a few.

 Mission: Simplifying lives through delightful digital experiences

• Identifying business opportunities by hunting, qualifying prospects, and evaluating their position in the industry.
• Actively reaching out to leads over various channels and converting them for sales
• You must be skilled at generating your own leads through various channels, networking, and driving your territory.
• Developing relationships with prospects and recommending company "real money gaming" products and solution through a consultative approach
• Capable of generating leads via various sources building a solid pipeline, doing thorough research around possible suspects, and qualify them.
• Create processes to optimize or automate the current processes and acting as a mentor to the new joiners in the team
• Helping prospects make an informed decision by providing support, information, and guidance upon developing a thorough understanding of the company products and overall industry
• Contribute to the overall strategy and initiatives taken up by the B2B vertical
• Identifying product improvements or new opportunities based on industry trends, market activities, and competitors
• Handling multiple clients concurrently and keep a track of all client transactions
• Contributing to team effort by accomplishing related results by adhering to delivery deadlines - Working cross-functionally to positively collaborate with colleagues
• Liaising and communicating client needs/requirements with senior management
• Forecasting, tracking sales metrics, and preparing sales plans
• Document every minute detail from inception to completion

• Prior B2B sales/ business development etc. experience
• Excellent communication skills- written & verbal both (English is a must)
• Good analytical skills & business sense
• Able to create varied business propositions, pitches according to the audience