Software Development Engineer Testing (SDET) 2 Backend

Job Title: Coordinator – Customer Care (US Voice Process)

Experience: 1 – 4 Years

Batch Start Date: 20th October 2025

Job Responsibilities

• Handle loan-related customer inquiries over toll-free numbers (pre-foreclosure to delinquent accounts).
• Follow up with customers when payment commitments are not met.
• Accurately log borrower contacts into the loan servicing system.
• Provide long-term resolutions to resolve delinquency.
• Use autodialing systems effectively to maximize contact ratios.
• Ensure daily prescribed contact targets are met.
• Stay familiar with customer relations functions and services offered.
• Perform other duties as assigned by the department manager.

Education & Experience

• Strong customer service and communication skills (English fluency required).
• Graduate preferred; Undergraduates must have at least 6 months call center experience.
• Prior knowledge of mortgage loan servicing is desirable but not mandatory.
• Minimum 1 year of international voice process experience.

Work Schedule / Requirements

• Must be willing to work in US shift timings.
• Immediate joiners preferred.

Nice to Have

• More than 1 year of international voice process experience.
• Good understanding of KPI’s & KRA’s in a call center.
• Strong interpersonal and customer-handling skills.

Compensation & Benefits

• Attractive variable pay – employees have earned on average ₹20,000/month last year.
• This is not a Sales, Collection, Marketing, or Insurance process – variable pay is purely based on individual performance.

About the role –

● Counsel students over the phone for admissions in UG & PG Courses.

● Assist learners in forms filling for admission.

● Guide students to take admission in our partner colleges as per the assigned targets.

● Have a direct access to the colleges SPOC as & when required & help in admission conversion process. Maintain daily MIS on

the calls & walk-ins (if any)

Must have skills:

● Excellent listening + communications skills (English and Kannada/Tamil/Telugu).

● Interpersonal Skills

● Integrity and Professionalism.

● Ability to operate within a wide range of student personalities and backgrounds.

● Should enjoy working in a core sales driven environment.

● Self-starter & ability to execute high velocity closures.

● Inherent ability to have engaging conversations.

● Graduate in any stream.

● Comfort & knowledge of Microsoft Office (for data management)

GirnarSoft Education Services Pvt.Ltd. provides equal opportunities to all its employees and all qualified applicants for

employment, without regard to their race, caste, religion, colour, ancestry, marital status, sex, age, nationality, disability and

veteran status.

Responsibilities

Designing a user interface (UI)

·      Create responsive, logical, and visually appealing user interfaces for web and mobile applications.

·      Work together with cross-functional teams to guarantee uniform and unified UI designs throughout the product.

·      For the purpose of efficiently communicating design thoughts and ideas, create wireframes, mock-ups, and prototypes.

Designing for User Experience (UX)

·      To better understand user needs, preferences, and behaviours, conduct user research.

·      To guide design choices, create user personas, user journeys, and empathy maps.

·      To improve the product's overall usability and user experience, iterate and improve user flows.

Interaction Design

·      Define and implement interactive elements and animations to enhance user engagement and delight.

·      Work closely with development teams to ensure seamless integration of design elements and interactions into the product.

Usability Testing

·      Conduct usability testing and gather feedback from users to identify areas for improvement.

·      Analyze user feedback and iterate designs based on insights obtained from testing.

·      Design Guidelines and Documentation:

·      Create and maintain design guidelines and documentation to ensure design consistency and scalability across the product.

Cross-Functional Collaboration:

·      Collaborate with product managers, developers, and other stakeholders to align design goals with product objectives and technical feasibility.

·      Participate in brainstorming sessions and provide creative input to product development discussions.

Qualifications

·      Bachelor's degree in Design, Human-Computer Interaction, or related field.

·      2-3 years of professional experience in UI/UX design for digital products.

·      Proficient in design tools such as Adobe XD, Sketch, Figma, or similar.

·      Strong understanding of design principles, user-centered design, and design thinking.

·      Knowledge of HTML, CSS, and JavaScript is a plus.

·      Excellent communication and collaboration skills.

·      Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

What Youll Do:

• Take ownership of customer issues reported and see problems through to resolution
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Prepare accurate and timely reports
• Follow the SLA for issues with respect to their severity.

What You ll Need:

• Bachelor s or higher degree in computer science, engineering, or related technical field
• Willing to work flexible and varying shift times including weekends and evenings
• 2 years of software development experience with java, javascript, python, or another scripting/programming languages
• Previous experience in a Technical Support environment is required
• Excellent written and verbal communication skills
• A passion for customers and problem-solving, desire to go deep and become familiar with the customer s technical and business environment
• Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Familiarity with Zendesk, Jira, and Confluence is advantageous.

About Us:

At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together.  Our platform is the only patented and “Code-Free” connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor-intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world’s largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, ConocoPhillips, and Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges while delivering jobs better, faster, cheaper and safer. 

We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation for investing and building some of the world's "Unicorn"​ brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more!

Our mission is made possible by Innovapptive’s most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee. 

The Role

In the Implementation Consultant Role, you will be responsible for 

• Participating in Business Requirement & Solution Design Workshops, Requirements and Fit-Gap Analysis, Customer Demos, Understanding Business impact of user requirements, Acceptance Criteria and expected results and Document Business Requirements in Jira Tool, Create Functional Specification documents, Test data preparation, Test scenario documentation etc.
• Implements the solution design by configuring the Innovapptive Mobile Application products using Innovapptive RACE Configuration engine.
• Make necessary SAP Backend system Base configurations to map into mobile applications.
• Configure customer business processes on Mobile applications to enable the solution.
• Work with ABAP Team for the Development of BADI Enhancements for customer-specific requirements and Effort Estimation
• Work on any bugs or issues for triaging and resolution.
• Prepare the Training documents and customer demos if any during the realization phase.
• Regularly Update and track the issues in Jira and coordinate with other cross-functional teams for resolution.
• Work with the Testing team for FUT
• Work on issue resolutions and support during FUT, SIT, UAT, Go-live and Hyper care.
• Provide Knowledge sharing to the Production support team after Go-live and handover.

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications: 

How You Will Make an Impact:

• Keep abreast of new Innovapptive features and functionality to provide recommendations for process improvements internally and with customers.
• Work in close coordination with various cross-functional teams to ensure effective project delivery.
• Learn and develop expertise in Innovapptive Mobile application products features, functionalities, and Implementation methodology.
• Ensure to escalate blockers to Innovapptive executives before they become customer escalations.
• Mentor and guide junior consultants in the implementation team.
• Support the Hiring team in recruiting A-level talent to meet our company growth objectives.
• Be on top of implementation activities, closely work with teams in getting any blockers addressed on high priority, keep Jira status up to date, and timely escalation for any support required to avoid project delays.
• Work with passion and contribute value in all activities performed.
• Follow organizational guidelines and processes.
• Identify opportunities for continual improvement and changes to drive efficiencies including client satisfaction with effective project execution.
• Ensure defect-free implementation by doing the right things right the first time, every time, by following best practices and carrying a truly professional consulting attitude and aptitude.
• Work with Product Managers, Product Engineers and Professional Services to ensure the bug fixes and root cause analyses and resolutions are conducted in a timely and efficient manner and all implementation issues are addressed promptly

What You Bring to the Team:

• 3+ years of total experience
• 2+ years of relevant Implementation experience in SAP MM
• Excellent Communication skills
• Client interaction and documentation skills
• Have been an Individual contributor to SAP Implementation and support projects.
• Comes with experience in SAP Configuration, Org structure, Master data, Transactional data, Issue analysis and resolution, Deep understanding of the Business process and integration aspects across the above SAP modules.
• Conversant with SAP Transactions, Programs, Tables, Function modules, Reports etc.
• Have good experience in writing Functional specifications for custom developments and have worked closely with ABAP developers in BADI Enhancements for custom requirements.
• Have good experience in writing test scenarios for different business processes and creating test data. Performing FUT.
• Triaging defects identified during FUT, SIT, UAT, and HC and fixing the issues.
• Working with cross-functional teams where the resolution needs to come from other teams.
• Sensitive to customer delivery timelines, the importance of proactive action and time reaching out to leadership and other teams for help, if any is required.
• Experience in working with various tools for issue recording and tracking; Change request management, Testing tools, 3rd party systems integration etc.
• Passion to learn new skills to be able to work productively and efficiently.
• Flexibility to stretch on work timing when required to meet project delivery deadlines.
• Willingness to help other team members when required.
• Demonstrated track record as a strategic thinker, creative problem solver and solutions provider.
• Ability and desire to adapt to a fast-paced environment with changing customer needs, technology requirements and strategic direction with ease.
• Status reporting to the project manager on the deliverables, risks, issues, actions etc.
• Perform duties and make decisions with patience and tact under frequent time pressures.
• SAP Certification in SAP ECC MM, WM or SAP S4 HANA MM or WM would be an Advantage.

What We Offer:

• A positive, open, and highly-innovative environment and team
• Entrepreneurial spirit with unlimited opportunity to grow
• Opportunity to work with leading global brands on exciting and impactful projects
• Competitive Base Pay
• Best of plan on Vacation & Paid Time Off.
• Provision of Medical Insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws
• Paid Maternity and Paternity leave
• Bi-annual reviews to ensure transparency and promote a high-performance culture
• OKR Driven Performance Development Environment
• Learning & Development - access to a wide range of e-Learning courses (technical, Product, Process, etc.,)
• A host of Interest Groups/Clubs for Book Reading, Toastmasters, Sports - Cricket, Volleyball, Throw-ball, Badminton, TT, Music

Innovapptive does not accept and will not review unsolicited resumes from search firms.

Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace.  Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.

THIS IS FOR YOU, IF YOU:

1. Love technology and have an innate interest in coding and building products.
2. Aren’t afraid of taking ownership and accountability. You love challenges and won’t stop till you haven’t found a solution.
3. Possess knowledge of Software development industry best practices.
4. Have hands-on experience and expertise in the technical competencies needed for the job, so that you can work independently.
5. Are passionate about the travel/hospitality space and can understand the nuances of hotel operations.
6. Know how to have fun and smile often.

JOB RESPONSIBILITIES:

1. Identify potential product ideas/features based on market research and discussions with
   customers and other stakeholders.
2. Design and drive the roadmap for the product – vision & strategy, feature definition, and milestones.
3. Manage end to end product – from concept, to design, development, testing to deployment/launch.
4. Manage Product Backlog
5. Competitive Benchmarking
6. Define success criteria for products and review usage/metrics.
7. Be responsible for Product Improvement and Innovation based on technology and market trends, as well as customer needs and feedback.

QUALIFICATION AND EXPERIENCE:

1. B.E./B.Tech + MBA (preferred but not mandatory).
2. At least 10+ years of total experience with 5+ years of relevant experience.
3. Excellent communication skills (active listening, verbal and written) - ability to comprehend and translate vague requirements into clear, detailed documentation.
4. Exceptional analytical and conceptual thinking skills.
5. Excellent planning, organizational, and time management skills.
6. Solid understanding of technology. Preferably past experience working as an engineer.