Salesforce Developer

Title - Business Analyst

Location- Pune

Experience level - 4-5 years

Availability - Immediate

Key Responsibilities:

- Requirements Gathering: Engage with stakeholders to gather and document business requirements, ensuring a clear understanding of their needs and expectations.

- Analysis and Evaluation: Analyze existing business processes and systems to identify inefficiencies, gaps, and opportunities for improvement.

- Solution Development: Develop detailed business requirements, use cases, and process flow diagrams to support solution development.

- Stakeholder Communication: Act as a liaison between stakeholders and project teams, facilitating effective communication and ensuring alignment on project objectives.

- Data Analysis: Utilize data analysis techniques to provide insights and support decision-making processes.

- Documentation: Create and maintain comprehensive documentation, including business requirements documents, process maps, and user guides.

Testing and Validation: Support the testing phase by developing test plans, executing test cases, and ensuring that solutions meet business requirements.

- Project Support: Assist in project management tasks, such as tracking progress, managing risks, and ensuring timely delivery of project milestones.Qualifications:

- Education: Bachelor’s degree in Business Administration, Computer Science, Information Technology, or a related field. Relevant certifications (e.g., CBAP, PMI-PBA) are a plus.

- Experience: 4+ years of experience as a Business Analyst or in a similar role.

Skills:

- Strong analytical and problem-solving skills.

- Proficiency in business analysis tools and methodologies.

- Excellent communication and interpersonal skills.

- Ability to work independently and as part of a team.

- Proficiency in data analysis and reporting tools (e.g., Excel, SQL).

- Familiarity with project management tools and techniques.

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!

The Technical Lead will oversee all aspects of application development at TinyPal. This position involves both managing the development team and actively contributing to the coding and architecture, particularly in the backend development using Python. The ideal candidate will bring a strategic perspective to the development process, ensuring that our solutions are robust, scalable, and aligned with our business goals.

Key Responsibilities:

• Lead and manage the application development team across all areas, including backend, frontend, and mobile app development.
• Hands-on development and oversight of backend systems using Python, ensuring high performance, scalability, and integration with frontend services.
• Architect and design innovative solutions that meet market needs and are aligned with the company’s technology strategy, with a strong focus on embedding AI technologies to enhance app functionalities.
• Coordinate with product managers and other stakeholders to translate business needs into technical strategies, particularly in leveraging AI to solve complex problems and improve user experiences.
• Maintain high standards of software quality by establishing good practices and habits within the development team.
• Evaluate and incorporate new technologies and tools to improve application development processes, with a particular emphasis on AI and machine learning technologies.
• Mentor and support team members to foster a collaborative and productive environment.
• Lead the deployment and continuous integration of applications across various platforms, ensuring AI components are well integrated and perform optimally.

Required Skills and Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field.
• Minimum of 7 years of experience in software development, with at least 1 year in a leadership role.
• Expert proficiency in Python and experience with frameworks like Django or Flask.
• Broad experience in full lifecycle development of large-scale applications.
• Strong architectural understanding of both frontend and backend technologies, with a specific capability in integrating AI into complex systems.
• Experience with cloud platforms (AWS, Azure, Google Cloud), and understanding of DevOps and CI/CD processes.
• Demonstrated ability to think strategically about business, product, and technical challenges, including the adoption and implementation of AI solutions.
• Excellent team management, communication, and interpersonal skills.

● Understanding of MVC design patterns

● At least 1 Year of Laravel, PHP experience is a must

● HTML 5, CSS 3, JavaScript, jQuery, Bootstrap

• Serves customers by providing product and service information and resolving product and service problems.
• Attracts potential customers by answering product and service questions and suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.

Skills Required 

• Customer service
• Product knowledge
• Market knowledge
• Quality focus
• Problem-solving
• Documentation skills
• Phone skills
• Listening
• Resolving conflict
• Analyzing information
• Multi-tasking
• communication 
• Fluent English 

• Research and properly evaluate sources of information to determine possible limitations in reliability or usability
• Apply sampling techniques to effectively determine and define ideal categories to be questioned
• Compare and analyze provided statistical information to identify patterns, relationships and problems
• Define and utilize statistical methods to solve industry-specific problems in varying fields, such as economics and engineering
• Prepare detailed reports for management and other departments by analyzing and interpreting data
• Train assistants and other members of the team how to properly organize findings and read data collected
• Design computer code using various languages to improve and update software and applications
• Refer to previous instances and findings to determine the ideal method for gathering data