Support Engineer

Job Title: Customer Support Team Lead

📍 Location: Bangalore

💼 Employment Type: Full-time

🕒 Shift: [Day / Rotational]

👥 Team Size: 8–15 agents (approx.)

Job Summary

We are looking for an experienced Customer Support Team Lead to manage and mentor a team of customer support executives. The ideal candidate will ensure service quality, meet SLAs, drive team performance, and act as the first level of escalation while maintaining a customer-first mindset.

Key Roles & Responsibilities

A. Team Management & Performance

• Lead, coach, and manage a team of customer support executives
• Monitor daily performance metrics including AHT, CSAT, FCR, SLA adherence
• Conduct regular 1:1s, performance reviews, and feedback sessions
• Prepare rosters and manage attendance to ensure adequate coverage

B. Operations & Service Delivery

• Ensure smooth handling of inbound/outbound calls, emails, and chats
• Act as the first point of escalation for customer issues
• Ensure adherence to processes, SOPs, and quality standards
• Identify gaps and drive process improvements

C. Quality, Training & Compliance

• Conduct call audits and quality checks
• Identify training needs and coordinate with training/QA teams
• Support onboarding and nesting of new joiners
• Ensure compliance with company policies and regulatory requirements

D. Reporting & Stakeholder Coordination

• Prepare and share daily/weekly MIS and performance reports
• Coordinate with internal teams (Operations, Product, Tech, QA) for issue resolution
• Share insights, trends, and improvement opportunities with management

Qualifications & Skills

• Graduate in any discipline (Postgraduate preferred)
• 5–8 years of experience in customer support, with 2–3 years as Team Lead
• Strong understanding of contact center metrics and SLAs
• Excellent communication, people management, and problem-solving skills
• Proficiency in MS Excel and CRM tools
• Ability to work in a fast-paced, target-driven environment

Preferred Skills

• Experience in BPO / Customer Support / Healthcare support (if applicable)
• Exposure to multi-channel support (voice, email, chat)

📢 Hiring: React Native Developer at Deqode

🔷 Experience- 2.5+ Years

🔷 Location- Jaipur ( Only Jaipur-based candidates)

🔷 Mode- 5 Days WFO

(Only immediate joiners & candidates serving notice period)

✅ Key Responsibilities:

- Design, build, and maintain high-performance React Native Android, iOS, and tablet applications.

- Develop responsive UI and manage complex business logic using JavaScript and TypeScript.

- Follow scalable architecture patterns like Atomic Design and Wix.

- Integrate third-party services: OAuth, SSO, REST APIs, Firebase, Push Notifications, etc.

- Manage app signing, deployment, and updates on the Play Store and App Store.

- Independently handle the complete app development lifecycle.

- Collaborate closely with designers, backend developers, and QA teams.

Key Responsibilities:

● Client Engagement: Serve as the primary point of contact for assigned clients, understanding their unique operation processes and requirements. Build and maintain strong relationships to facilitate successful implementations.

● Project Management: Lead the end-to-end implementatio, ensuring projects are delivered on time, within scope, and within budget. Coordinate with cross-functional teams to align resources and objectives.

● Process Analysis and Improvement: Evaluate clients' existing operation workflows, identify inefficiencies, and recommend optimized processes leveraging platform. Utilize process mapping and data analysis to drive continuous improvement.

● Data Analysis: Analyze substantial datasets to ensure accurate configuration and integration . Employ statistical tools and SQL-based queries to interpret data and provide actionable insights.

● Problem Solving: Break down complex problems into manageable components, developing effective solutions in collaboration with clients and internal teams.

● Process Excellence: Advocate for and implement best practices in process management, utilizing methodologies such as Lean Six Sigma to enhance operational efficiency.

● Customer Excellence: Ensure a superior customer experience by proactively addressing client needs, providing training and support, and promptly resolving any issues that arise.

Qualifications:

● 1 to 3 years of experience in project management, preferably in financial services, software implementation, consulting or analytics.

● Strong analytical skills with experience in data analysis, SQL querying, and handling large datasets.

● Excellent communication and interpersonal skills, with the ability to manage client relationships effectively.

● Demonstrated ability to lead cross-functional teams and manage multiple projects concurrently.

● Proven expertise in financial operation processes and related software solutions is a plus

● Proficiency in developing business intelligence solutions or with low-code tools is a plus

Why Join ?

● Opportunity to work with a cutting-edge financial technology company.

● Collaborative and innovative work environment.

● Competitive compensation and benefits package.

● Professional development and growth opportunities.

FactWise is a fully funded, early-stage b2b SaaS startup offering solutions to a global client base. The flagship product is an end-to-end S2P solution designed to transform procurement for product manufacturing companies across industries. Our singular focus is to create a truly distinctive procurement platform that delights users and provides sustainable positive impact to the organizations we serve. We achieve this by providing transparency and insights to leaders, streamlining and automating processes to improve efficiency, and driving bottom-line impact by unlocking savings potential.

About the Role

As a Product Manager you will help define and create end-to-end products which starts from ideation all the way to product deployment based on customer needs. You will own the product end to end and will be liaising with UI/UX teams, developers, QA team members to ensure product feasibility and readiness.

Responsibilities

• Interview customers to understand new/existing product need and fit

• Working closely with senior stakeholders to understand business requirements and help translate these into technical requirements for the development team

• Define requirements for product features and work with UI/UX team to create mock-ups

• Work with front-end and back-end teams to oversee feature implementation

• Work with QA team to ensure testing excellence and product readiness

• Forming and testing hypotheses using data from various sources

• Doing product research to find the best-in-class approach to solving problems and designing the UX

• Owning a product roadmap, prioritizing a sequence of feature builds, and objectively measuring outcomes from product decisions

Must-Have skills:

• Bachelors/master's degree in computer science engineering

This role is responsible for designing scalable, user-friendly

solutions using native Salesforce capabilities, reducing custom technical debt, and enabling a

unified associate experience across resident services and call center teams.

Key Responsibilities:

● Own the end-to-end migration strategy from Classic to Lightning.

● Redesign data model (replace custom objects with standard Lead/Opportunity where

applicable).

● Configure Lightning features: Dynamic Forms, Lightning Pages, Flows, Omni-Channel.

● Recommend and implement AppExchange solutions where needed.

● Collaborate with developers, admins, and QA to deliver incremental releases.

● Ensure compliance with security, profiles, and permission sets.

● Act as the trusted advisor to stakeholders for Salesforce roadmap planning.

Qualifications:

● 6+ years Salesforce experience, with at least 3+ in Lightning implementations.

● Expertise in Service Cloud, Marketing Cloud, case management, and digital engagement.

● Proven experience with Classic-to-Lightning migration projects.

● Strong understanding of low-code/no-code capabilities (Flows, Dynamic Actions).

● Salesforce Certified Application/Solution Architect (preferred).

● Excellent communication and stakeholder management skills.

Academic Counsellor– Business Development (B2C)

I. Responsibilities

• Perform Basic Duties of a BDE

• Respond promptly to any issues that directly affect sales.

• Hire, onboard and train new team members in the sales team.

• Contact potential clients through cold calls, emails, and social media, presenting EduFynd's services to generate leads and engagement.

• Engage and qualify inbound leads generated from organic and inorganic marketing campaigns

• Nurture leads through timely follow-up, providing relevant information, and addressing inquiries to move them through the sales funnel.

• Maintain accurate records of lead interactions and pipeline status using CRM software.

• Effectively present EduFynd's service to potential clients during meetings and presentations.

• Understand student requirements and suggest suitable course & universities that align with their needs and preferences.

• Foster long-term, trusting relationships with clients by providing consistent support, regular communication, and updates.

• Handle all business development activities, ensuring smooth execution from lead generation to client on boarding.

• Proactively build relationships with partners and other industry professionals by visiting their offices and exploring collaborative business development opportunities.

Candidate Requirement

• One year experience as a business development executive

• Sales/Customer service skills

• outstanding communication ability – verbal & written

• should be multilingual

• Confident and pleasant personality

• Well-organized

• Ability to work with targets

• Sound judgement

• Bachelor’s degree

Type, Location

Mumbai, Maharashtra, India

Desired Experience

4+ years

Roles and Responsibilities :

Skills required :

• Strong knowledge of javascript programming, ReactJS, HTML5, CSS3, SASS, ES6 Strong knowledge of modern responsive design techniques
• Strong knowledge of stateless microservices (node/java/etc..), HTTPS/REST, JSON, Webpack/Grunt/Gulp
• Very good understanding and implementation experience of web application UI using OpenID Connect login/authentication
• Version Control – Git, CI/CD of UI projects(e.g. CircleCI, Travis CI, Jenkins), configuration and deployment of static UI assets

Must have skills :

• Must have at least 4 years of industry experience in white labeled Front End web application design & development
• Experience in Test Driven Development, Front End testing and performance optimization (e.g. Jest, unit testing, end-to-end testing)

You will be building efficient, scalable & high performance microservices and applications which will power the network of thousands of retailers across the country and at the same time improve the efficiency and visibility of information flow in our supply chain systems.

Your core responsibilities:

• Create elegant, efficient and maintainable software to support and extend our current products.
• Solve complex architectural challenges when implementing new features.
• Integrate with databases, file systems, cloud services when delivering scalable solutions.
• Troubleshoot and fix reported customer issues, delivering software patches as needed.
• Assisting in making design decisions based on performance, scalability, security, and future expansion.
• Communicating and collaborating with management, product, QA teams.

What will help you thrive in this role?

• Degree in Computer Science, similar technical field of study or equivalent practical experience.
• 5+ years of experience as a Backend Engineer.
• Proficiency in web development using any of the languages: PHP, Python, Java, NodeJS or Golang.
• Should possess a solid grasp of object-oriented programming, system architecture & design, databases, development, and testing methodologies.
• Good in Design (HLD and LLD).
• Good in Database schema design.
• Good to have experience with AWS or Google Cloud or Azure and serverless architecture.
• Excellent verbal communication skills.
• Track record of delivering successful products as an engineer.
• Experience with large applications of some scale will be a plus.
• Ability to deep dive, understand & improve the legacy code.
• Domain knowledge of supply chain & retail industry is a plus.

Whom you will be sharing your work day with? 

• We are in the forefront of disrupting traditional retail & supply chain industry by building distributed systems
• We are hardcore open source lovers and believe in the strength of open source community.
• We believe technology can change the way information is consumed.
• We use a data driven approach to build new products and features.
• Build new tech solutions to improve business processes and enable our various departments to help service our teams better.
• We embrace and enable DevOps culture within the organisation.

And yes! We do have new furry friends coming to our office everyday.

Work Perks

• Hybrid work environment with flexibility to work from anywhere. 
• A great salary, commensurate with experience.
• Unlimited vacation policy which means Paid Vacations.
• A relaxed & flexible working atmosphere.
• Weekly parties (Unofficial).
• Paid outings to remote work locations and industry events/conferences.
• Paid Health Insurance for you and your loved ones.

Hyderabad

Job Highlights

• 6-12 months of experience in Bench Sales is required
• Required Skills: Minimum of 6-12 months proven Bench sales (US Staffing) experience
• Experience working with US citizens, GC candidates,H1B,EAD and OPT preferred
• Knowledge of Corp-to-Corp,1099,W2 preferred
• 6-12 months of experience in Bench Sales is required.
• Marketing Bench Consultant (H1B,OPT,GC,US Citizen).
• Experience in marketing and the available Consultants.
• Regular interaction and identifying their needs and position them to projects accordingly.
• Proven successful sales record in the IT Staffing and Consulting Industry.

Required Skills: 

• Minimum of 6-12 months proven Bench sales (US Staffing) experience.
• Excellence experienced with full cycle of Sales, submitting the consultants, confirming the best rates for consultants.
• Following up for interview schedules, closing the best deals.
• Ability to interact, develop Vendor network and get candidates placed in quick turnaround time.
• Experience working with US citizens, GC candidates, H1B, EAD and OPT preferred.
• Gathering requirements for consultants from Vendors of clients, Job portals and other networking techniques.
• Submitting the candidates for the suitable positions and following up regarding the rates and client interviews.
• Updating and maintaining the database for future requirements, generate daily reports and update them.