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24+ Product support Jobs in India

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Shipthis Inc

at Shipthis Inc

2 candid answers
Shariba Tasneem
Posted by Shariba Tasneem
Bengaluru (Bangalore)
0.5 - 1 yrs
₹4L - ₹5L / yr
Customer Support
Product support
JSON
Javascript

At Shipthis, we work to build a better future and make meaningful changes in the freight forwarding industry. Our team members aren't just employees. We are comprised of bright, skilled professionals with a single straightforward goal - Evolve Freight forwarders towards Digitalized operations and help them become more efficient. 

 

As a company, we're just the right size for every person to take initiative and make things happen. Join us on this journey to make a difference in how Digitalization evolves the Freight Forwarding industry. 

 

Visit us at www.shipthis.co 

 

JOB DESCRIPTION 

 

Responsibilities: 

 

  • Take ownership of customer issues reported and see problems through to resolution 
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues 
  • Follow standard procedures for escalation of unresolved issues to the appropriate internal teams 
  • Provide prompt and accurate feedback to customers 
  • Ensure proper recording and closure of all issues 
  • Prepare accurate and timely reports 
  • Document knowledge in the form of knowledge base tech notes and articles 
  • Follow the SLA for issues with respect to the severity. 

 

Requirements: 

  • Proven working experience in enterprise technical support, IT support, or as a technical engineer is preferred 
  • Must be flexible to work the Night shifts 
  • Excellent client-facing skills 
  • Excellent written and verbal communication skills 
  • Deep knowledge of the product that the technician is supporting. 
  • Basic knowledge of JavaScript and JSON is an added advantage 

 

Who can apply 

  • Bachelor’s/master's degree in engineering/ computer science or any other domain with a strong orientation toward computer programming as part of the coursework or projects 
  • Have relevant skills and interests. 
  • Female candidates returning to work after a career break are strongly encouraged to apply  
  • Can start the job immediately.  


We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, gender, sexual orientation, age, marital status, or disability status.  


JOB SYNOPSIS 

  • Job Role: Customer Support Associate 
  • Location: Bangalore 
  • Job type: Full-time, permanent 
  • Shift:  Night Shift. 
  • Experience: (0-2) years 
  • Industry Type: Software Product 
  • Functional Area: Software Development 

 

Read more
HighLevel Inc.

at HighLevel Inc.

1 video
31 recruiters
Shahabaj Pattan Khan
Posted by Shahabaj Pattan Khan
Remote only
1 - 5 yrs
Best in industry
SaaS
Technical support
Product support
Customer Support

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 over 20,000 customers, we need people like YOU to help us grow and scale even further in the coming years. 


We currently have 700+ 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. 


Want to learn more? Check out our year-in-review: https://blog.gohighlevel.com/highlevel-2022-year-in-review/ and visit our website www.gohighlevel.com


Who You Are: Is “customer service” your middle name? Do you look for proactive ways to get in front of customer inquiries before they become issues? Do you understand the differences between Customer Success and Customer Support, but can thrive in either role? We are looking for strategic thinkers with creative problem-solving skills, excellent communication and a belief that all-hands-on-deck teamwork and collaboration are the keys to success!


The other requirements for this position are:



  • Previous customer service experience in a relevant capacity - even better if you’ve been in Customer Success or Customer Support / Tech Support/Product Support from Product company preferably B2B SaaS
  • Excellent written/verbal English communication skills are required, fluency in other languages is a plus!
  • Ability to easily adapt to CRM systems and automation tools.
  • You can maintain a positive, empathetic, and professional attitude to customers/clients at all times.
  • Ideally, you LOVE tech, and marketing, and are constantly learning new things.
  • Ability to pass a pre-employment background check specific to the position applied for.


Day-to-Day: On a day-to-day basis you will be building strong relationships with our clients to ensure a successful experience with HighLevel products and services. This may include:

  • Fielding and servicing all direct customer inquiries and requirements, working in conjunction with the internal teams in accordance with agreed strategies and business plans.
  • Assisting with new client trial-to-pay conversion through contributing to demos, taking part in presentations, and speaking to the long-term success of clients.
  • Daily correspondence through any number of channels, including video conferencing, email, telephone and social media inquiries - from customers regarding requirements that include product information, pricing, services, and delivery information.
  • Providing customer service on small to midsize accounts of moderate complexity.
  • Providing regular status reports and communication on the progress of client concerns, issues, and bugs both internally and externally.
  • Conducting product training to clients as needed.
  • Addressing and resolving customer conflicts in an effective and professional approach.
  • Acting as a liaison with colleagues throughout all HighLevel departments to drive a common strategy.

 

Job Type: Full-time

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Certa

at Certa

1 video
9 recruiters
ayushi sethi
Posted by ayushi sethi
Remote only
2 - 5 yrs
₹9L - ₹15L / yr
JSON
IT Solutioning
Production support
XML
Java
+7 more

Job Details

  1. Design/Build engaging solution engineering designs for pre-sales engagements
  2. Custom configure the Certa platform per client specification on demand
  3. Build and streamline solution configuration processes with a focus on reusability using Certa’s proprietary coding studio leveraging JSON, XML and proprietary configuration engine
  4. Understand client pain points and translate them to product requirements
  5. Deliver ultra-responsive support to sales team for Direct and Alliances channels
  6. Build team and lead efforts to implement very complex business rules in a demanding and exacting fast-paced environment
  7. Develop customer ready solutions to demonstrate the value of the Certa platform for Third Party Risk Management, Anti-Bribery/Corruption, Anti-Money Laundering, Fraud, Merchant Onboarding, ESG, Contract Lifecycle Management and Asset Management use cases
  8. Serve as liaison between sales, engineering, technology, product and clients
  9. Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements, troubleshoot technical issues raised by customers, and build new features for the product


Requirements

  1. Associate or Bachelor’s degree in Engineering or Science or Commerce
  2. Coding experience and debugging are a must
  3. Self-learning and inherently curious behavior traits
  4. Comfortable in a fast-moving dynamic environment
  5. Hands-on, get-it-done attitude
  6. Independent operator capable of taking limited direction and applying the best course of action
  7. 2+ year’s experience in leading technical and engineering resources
  8. Proven track record of working in a customer-facing role
  9. Possess advanced knowledge of no-code applications, advanced business rules engines, business intelligence and reporting tools, techniques and algorithm
  10. Experience working with, and managing, stakeholders and customers
  11. A high level of accuracy and attention to detail is required
  12. Excellent communication and interpersonal skills
  13. Willingness to work with complex, multi-divisional, multi-geographical customers
  14. Ability to create structure in ambiguous situations and design effective processes
  15. Design and build APIs to drive existing and new features for a web-based application

 

Required Technical Skills

  1. Modern programming languages (e.g., Java, Javascript, Python)
  2. Business Intelligence and reporting software 
  3. Process Documentation and Data Visualization 
  4. Development & management methodologies including Scrum, Agile, Kanban, and Jira
  5. UI/UX experience, ability to work with designers/analytics
  6. Well-versed with ERP & BSM systems such as Oracle NetSuite & Coupa 
  7. Soap/Rest API Integration
Read more
Open Finanacial Technologies

at Open Finanacial Technologies

1 video
4 recruiters
Remya Ravikumar
Posted by Remya Ravikumar
Bengaluru (Bangalore)
1 - 4 yrs
Best in industry
Tech Support
Product support
Troubleshooting
Debugging
MySQL

We are hiring for

Product Support Engineer

1-4 yrs | Bangalore Office


Responsibilities


● Someone who are passionate and super excited to work on world’s fast growing neo banking platform and be self-directed in a fast-paced environment that gives you freedom and responsibility.

● Would be responsible for day to day maintenance of engineering system. Confer with Internal teams to identify problems, replicate them, and troubleshoot for root cause.

● Evaluate failures, bugs, systemic problems, and report on necessary steps.

● An advocate for the customer who is passionate about addressing customer pain points.

● Logging and Keeping records of various issues to help the team prioritize fixes and automations along with measuring the product quality.

● Documenting troubleshooting and problem solution steps.

● Taking ownership of technical issues and working closely with developers to resolve the problems.

● Build a deep understanding of the domain.


Responsibilty


● Passionate individual with excellent analytical and logical thinking.

● Being able to work a full-time schedule of 24*7 hours from Monday through Saturday shift wise.

● Basic knowledge of the scripting languages like PHP, Python.

● Being able to creatively come up with ideas or solutions for various problems and implement them.

● Basic/ Advanced knowledge in MYSQL and writing simple queries to get data from the Database.

● Quick troubleshooting/debugging, diagnosing, and problem solving skills.

● Interest in facilitating monitoring systems to identify issues before they happen.

● Dynamic, outgoing, enthusiastic individual and must bring a high level of energy to the table.

● Skilled in managing multiple cases

● Keen to learn.

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Wellness 360 Technologies

at Wellness 360 Technologies

1 video
1 recruiter
Amit Chaudhary
Posted by Amit Chaudhary
Gachibowli Hyderabad
1 - 2 yrs
₹3L - ₹4L / yr
Tech Support
Customer Support
Product Management
Product support
SQL
+3 more

ABOUT THE ROLE

We are looking for young dynamic individuals in the role of Operation and product support, who will be part of our Support Team in Hyderabad. The job will need a fair amount of technical knowledge about Web SaaS portals.


Job Responsibilities:


  • Attend inquiries and resolve product or service problems by clarifying the customer's complaint via, email, online chat, helpDesk etc.
  • Provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Suggest or inform customers about the best practices. Identify and assess customers’ needs to achieve satisfaction by going the extra mile to engage customers.
  • A certain degree of creativity, latitude, and problem- solving is required
  • Coordinate with cross-functional teams to achieve the
  • highest level of customer satisfaction.
  • Streamline and expedite operational tasks, including inbound and outbound marketing.
  • Follow communication procedures, guidelines, and policies.


REQUIREMENTS


  • Experience of 1 year in customer service role handling customer support/technical queries.
  • Excellent oral and written communication and people interaction skills.
  • Hands-on experience with ticketing software like Freshdesk/Freshchat.
  • Good analytical skills with active listening and attention to detail.
  • Ability to multi-task, prioritize and manage time effectively.
  • Work independently and own the raised matter till closure.
  • Work experience in SAAS companies is an added advantage 
Read more
Rippling
Bengaluru (Bangalore)
1 - 5 yrs
₹6L - ₹9L / yr
Customer Support
Customer Service
Customer Relationship Management (CRM)
Communication Skills
Effective communication
+1 more

About Rippling


Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.


By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.


Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors—including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks—and was named one of America's best startup employers by Forbes (#12 out of 500).


About the role

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. 

If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!


What you will do

  • Take charge of payroll issues for customers from start to finish - while working in a dynamic and fast-paced environment
  • Leverage chat, email, and video conferencing functionality to help our customers optimize Rippling to administer payroll processing, quarterly/yearly taxation & filings, and banking & payments inquiries 
  • De-escalate and resolve issues by leveraging platform and industry expertise 
  • Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s payroll needs are met
  • Build mental muscle and become a product expert - you'll be a go-to resource for both customers and coworkers 
  • Interact with cross-functional teams to identify areas where we can better serve our customer base through automation or added features


What you will need

  • Bachelor's degree or equivalent work experience
  • Ability to work 6:30 PM IST, 5:30 AM IST
  • Demonstrated experience problem-solving with attention to detail
  • Organizational skills and experience improving processes
  • Written and verbal communication skills
  • Flexibility with changing job duties and responsibilities
  • Time management skills and ability to prioritize
  • Nice to have (not required): Bilingual in French-English


Read more
ProGrad

at ProGrad

3 recruiters
Heruba C
Posted by Heruba C
Chennai
2 - 8 yrs
₹5L - ₹15L / yr
Routing & Switching
Cisco Certified Network Associate (CCNA)
CCNP
Network Security
Routing protocols
+7 more

Description:

Responsibilities

Strategy & Planning

  • The NOC Managers/ Product support Engineers' primary responsibility is to plan, organize, and manage staff and overall operations to ensure stability of customer's infrastructure.
  • Provides overall expertise with all network operations functions.
  • Ability to define, implement and enforce configuration management and change management policies and practices.


Acquisition & Deployment

  • Handle escalations and manage support from different levels.
  • Ensure adherence of operational metrics.
  • Hire, develop, and retain highly responsive and customer focused engineers to ensure the effective operation of the department
  • Manage tools, systems and procedures to ensure dynamic management of issues and customer management.
  • Ensures all members of assigned technical teams are effective and fully utilized in order to provide high resource utilization.
  • Evaluates technical skills of the team and ensures there is an appropriate level of expertise.
  • Provide procedural training to staff.
  • Perform performance objectives and performance reviews with all team members.


Operational Management

  • The NOC Manager will include hands-on technical support work related to the overall health and maintenance of customer environments.
  • This position will perform tier-2 and 3 escalation support and act as the point of contact in the NOC for all inquiries from other departments.
  • The NOC Manager will manage all related partner operational expectations.
  • Ensure continual process improvement within the NOC including but not limited to automation of NOC tasks and reporting, implementation of enterprise-wide monitoring initiatives, and routine administration tasks.
  • Identify areas for process and efficiency improvement within the NOC; recommend prioritized enhancements and oversee implementation
  • Ensure that reports are accurate and delivered on time.


Experience:

  • More than 3-6 years' experience in Microsoft product build and support experience with a high availability 24x7 including:
  • Expert knowledge of (SCCM) System Center configuration Manager 2012.
  • MS Server 2003 / 2008 Server Admin / Virtualization - MCSE / MCITP
  • VMware 410 VSphere Administrator - VCP410 Certified
  • Expert knowledge of Virtualization using VMware,MCITP
  • Good knowledge of Active Directory, DHCP, DNS, Clustering, Load Balancing, Anti-virus, backup procedures, Group policy, Disaster recovery
  • and High availability using industry standards.
  • Ability to work independently as well as in a team environment.
  • Network services experience is desired.
  • ITIL V3 Foundation Certification preferred


Location: Chennai

Read more
Wolken Software

at Wolken Software

4 recruiters
Seema S
Posted by Seema S
Bengaluru (Bangalore)
2 - 5 yrs
₹4L - ₹15L / yr
MySQL
Java
Linux/Unix
Product support
Technical support

About Company:

Wolken Software provides a suite of AI-enabled, SaaS 2.0 cloud-native applications for Customer Service and Enterprise Solutions namely Wolken Service Desk, Wolken's IT Service Management, and Wolken's HR Case Management. We have replaced incumbents like Salesforce, ServiceNow Zendesk, etc. at various Fortune 500 and Fortune 1000 companies.


Job Description:

Need to Understand the product and features, to demonstrate to the end users.

- Sound knowledge of Java and SQL

- Need to Analyze and Resolve the Product specific queries, MySQL.

- Consistently Deliver customer requirements.

- Engage with the Development team and manage the progress of cases.

- Should be able to cope with a high-pressure work environment.

- Work model will be 24X7.


Must require

- Good communication both verbal and written

- Analytical skills

- Team player.

Read more
HyperVerge

at HyperVerge

4 recruiters
Anushree  Joshi
Posted by Anushree Joshi
Navi Mumbai
3 - 10 yrs
₹8L - ₹11L / yr
API
Escalation management
Product support
SLA

HyperVerge is a fast-growing AI company started by IITians with presence in Palo Alto, Irving, Bangalore and Ho Chi Minh. Leading Consumer Lenders, Telcos and Financial Services companies use HyperVerge’s Fintech Platform for customer on-boarding, identity verification, fraud check and other services.

This is a chance for you to be working based out of our Client location in Navi Mumbai -- Biggest Indian PSU Bank featured in Fortune Global 500 list

As a Product Support Engineer, you will be responsible to represent HyperVerge and communicate with enterprise customers via telephone, or email for technical/general issues faced by them. To ensure that customer queries are resolved within the SLA and that customers are informed periodically about the status of issues faced by them.

OUTCOMES EXPECTED:

1. Customer Support

  • Be the face of HyperVerge for Enterprise Customers on Product/application support. Ensure that their queries are responded to and resolved within the SLA
  • Regularly update the customers on queries raised by them with an objective of keeping them informed about the state

2. Issue Management

  • Manage the life cycle of the issues reported by Customers through basic diagnosis, documentation of diagnosis and routing of the problem to relevant team
  • Act like a representative of the Customer following up with the internal teams to ensure that the issues are resolved within the committed timeline
  • Ensure Issue Resolution Dates are within internal SLA. If not, escalate it to the right team member as per internal Escalation Policies

3. Product Understanding:

  • Develop an in-depth understanding of HyperVerge's product and technology by troubleshooting, reproducing and determining the root cause for customer reported issues
  • Work closely with Product and Engineering teams to find ways to improve the product
  • Understand customer challenges and advocate for their needs with cross-functional teams like product management or software engineering

4. Support Process Improvement

  • Constantly aim to make the Support Process more efficient by automating regularly performed mundane task
  • Work with Product Team for creation and maintenance of the Issues Run Sheet so as to make resolution of future issues more efficient
  • Document each and every issue faced by the Customers with the aim of creating a Knowledge Base for future use
  • Document troubleshooting and problem resolution steps

Requirements

  1. Engineering Graduate from CS/IT
  2. 4 - 7 years of product/application support experience for a SAAS Product
  3. Excellent written and verbal communication via phone, email and in-person meetings
  4. Knows programming in at least 1 popular Programming language (Java, JavaScript, Python, etc)
  5. Experience working in a product-based startup environment will be an added advantage
  6. Good interpersonal skills
  7. Willingness to learn new technologies

 

COMPETENCIES:

1. Clarity and Decision Making

  • Has the ability to effectively respond to situations without losing the clarity of long term purpose.
  • Has the grasping to understand various boundary conditions in complex situations.
  • Uncommonly good at managing difficult situations, escalations, product, people and partnerships related decisions

2. Customer Support

  • Capable of taking complete ownership of the issues raised by clients from all channels
  • Knowing the products supported in-depth to be able to understand the root cause of issues without involving internal development teams
  • Should have basic coding/scripting skills
  • Proficiency in common service desk softwares and tools for testing the product
  • Ability to work with the clients and internal teams to replicate issues that are reported

3. Customer Delight

  • Should take pride in providing high quality service to the client
  • Should be assertive of the quality of service being provided to the client as non-negotiable
  • Does not cut corners ethically. Earns trust and maintains confidence. Does what is right and not just what is politically expedient.

4. Hard Work and Persistence

  • Possesses a strong willingness to work hard and sometimes long hours to get the job done. Demonstrates determination and willingness to go the distance to get something done

5. Flexibility and Adaptability

  • Adjusts quickly to changing priorities and conditions.
  • Copes effectively with complexity and change.
  • Demonstrates ability to learn new things
 
Read more
Mumbai, Pune, Bengaluru (Bangalore), Delhi
1 - 6 yrs
₹2.5L - ₹6L / yr
Customer Support
Technical support
Administrative support
Operations support system
Product support
+12 more

True medicines at true prices! 

Our motto is to deliver value-added solutions for Indian patients beyond just pills. Our goal is to make healthcare accessible to every patient and bring it within their price range. 

Headquartered in Mumbai, we are excited to build a strong product and operations team, which is passionate to build innovative solutions and willing to go the extra mile to ensure the customer has the best experience.  

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our internal team's technical issues. You will support the users by acting as the liaison between the customer and other internal teams. Your ability to work in a complex networking environment will also make you an ideal candidate. 

What you will be doing:

  • Mastering the Truemeds internal platform in order to efficiently and effectively diagnose, troubleshoot, and identify solutions to promptly resolve customer/users issues
  • Support users via live chat & phone. Respond to user's technical support requests and feature-related questions
  • Create and maintain product-related documentation, internal and external
  • Debug user issues and create reproducible test cases for engineers to resolve
  • Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
  • Understand user goals and their desired outcome from using the product.
  • Document use cases and feature requests

What we are looking for:

  • Previously done customer support role. Preferably technical customer support
  • You're data-driven and analytical
  • Excellent follow-up skills with great attention to detail
  • You are comfortable in a startup environment; are self-motivated move quickly, and wear many hats
  • You have a highly structured work approach, the ability to manage multiple activities in parallel
  • Good communication skills: English / Hindi / Marathi / Bengali 

Location:

  • Kailash Industrial Estate - Vikhroli / Powai, Mumbai.
  • Kasba Industrial Estate - Kolkata
  • Naraina Industrial Area Phase 1 - Delhi 

Timings:

12.00 PM to 9 PM

Working Structure:

In-Office: Monday - Saturday

Remote: Sunday 

1 Weekly off, 2 Monthly offs. 


Joining:

Immediately.

Read more
Datazoic Machines Pvt Ltd
Sree Malathi
Posted by Sree Malathi
Chennai
0 - 2 yrs
₹2L - ₹4L / yr
SQL
Data management
Product support

FIRM OVERVIEW

Datazoic is a cutting edge, Capital Markets focused FinTech Company. Its core application is a predictive analytic platform designed for full service Investment Banks and Asset Management firms. Its user base extends to over 1500 users across four, large sell-side firms Now, if you are someone who can fit in, do read the roles listed below and apply!

Job Summary

Analyzes users' requests/issues to troubleshoot and suggest workarounds/solutionsfor customers

Monitor daily application feeds and proactively engage with the Engineering team should there be a need for escalation

Proficiency in SQL and Log analysis preferred

Must be comfortable working Night Shift

Strong English proficiency required, both oral and written

Freshers with excellent communication and analytical skills may apply

Read more
Bengaluru (Bangalore)
8 - 12 yrs
₹12L - ₹25L / yr
Project Management
Project Manager
Customer Success
SaaS
Product support
+1 more

Project Management

  • Develop the integrated project plans to determine time frame, procedures for accomplishing projects
  • Assess consolidated project plans for dependencies, gaps and continued business value
  • Plan and manage project closure and/or transitions
  • Work with stakeholders to establish and gain consensus on project goals, objectives and deliverables
  • Conduct project reviews to recommend changes to project schedules or resource requirements
  • Document and track project scope, changes, issues and risks that affect implementation
  • Facilitate the daily stand-up to achieve team consensus
  • Eliminate conflicts and assist in developing solutions to manage roadblocks
  • Plan and manage testing cycle with customer

Customer Success

  • 3-5 years experienced engineer in design; pre / post implementation tracking / successful execution on the following categories:
  • Building management systems
  • Security systems / cameras; sensors; beacons
  • IOT implantation within campuses / buildings
  • IT security systems – understanding of the way they work / get implemented
  • Comfortable with client interactions and working with client’s vendors / partners

Other Areas:

  • Participates periodically in client meetings or business development presentations as part of a Team to help demonstrate our capabilities. Assists with the development of marketing materials and support

Information/data. Maintains a working knowledge of business unit’s available product and service offerings.

Requirements:

Qualifications

  • Bachelor's degree or above in computer science, information systems, technology, engineering are preferred.

Other disciplines are welcome to apply if you have a strong interest or sufficient knowledge in IT domains

  • At least 4 years of experience in IT Project Management role and 6 years total professional experience
  • Strong communication skills, well-versed in English (spoken and written) to facilitate cross border

Communications and collaborations

  • Strong stakeholder management skills to communicate across various departments and levels
  • Strong time management skills, detailed and results-oriented
  • Familiar with startup environment and understanding of dynamics between design, engineering, product and customer service is a plus
  • Experience with agile and project management software like Jira
  • Committed to the values of integrity, accountability, and customer centric
Read more
Acqueon Technology

at Acqueon Technology

3 recruiters
Basavaraj C
Posted by Basavaraj C
Bengaluru (Bangalore)
15 - 25 yrs
₹30L - ₹70L / yr
Professional services
Project Management
Delivery Management
Project delivery
Service delivery
+4 more

Job Description

 

AVP-Professional Services APAC & EMEA

 

Professional Services is a growing and strategically important practice at Acqueon. We believe that Professional Services is a key component of our overall service offering that enables our customers to expand how they work with us and derive additional value. Professional Services delivers custom advisory projects that deepen our strategic client relationships, support the development of new services and drive our overall company growth.

The AVP of Professional Services will work alongside the Head of Services, Support and Customer Success to define and deliver our PS strategy and KPIs. You will have the opportunity to build and set the direction of this developing practice that will improve our customer experience and further enable the growth of Acqueon. We're looking for an experienced service provider/consul tant with a proven track record of creating, selling, and delivering custom services that meet the evolving needs of clients operating in a high growth environment. This is a cross-functional role that requires partnership and coordination with other practices such as Customer Success, Product Management and Sales.

 

Key Responsibilities

  • Manage multiple PS delivery teams responsible for the implementation of Acqueon’ s product for multiple customers
  • Own the APAC and EMEA services forecast and pipeline
  • Plan and monitor all projects throughout the program life cycle via the Team leaders. Managing risks and issues and taking corrective measurements on projects
  • Ensure best practices and processes are adhered to for implementation and work towards continuous improvement
  • Ensure customers are taken live within the promised timeframe
  • Drive Weekly and Governance meetings with client and internal stakeholders on a regular basis
  • Work with Sales, Customer Success and Customer Support teams to ensure that they understand any customizations done or unique needs served for the customer
  • Work closely with the product development team to share client feedback and for post-implementation reviews
  • Track key metrics and KPIs related to implementation success
  • Identify implementation areas that can be automated and work with the product or customer success teams to automate them
  • Up-sell / cross-sell Acqueon’ product or services wherever applicable

Key Capabilities

  • A bachelor’s or master’s degree in engineering or technology
  • 12+ years of mandatory experience in Implementation world class products
  • Ability to manage multiple clients and projects/tasks simultaneously
  • Proven experience managing pipelines and operational forecasts
  • Ability to partner with other key stakeholders to define and implement process, procedure and strategic change
  • Exception problem solving and solutions skills
  • Customer success-oriented attitude
  • Excellent written and oral English skills
  • Understanding of how cloud-based applications are delivered and consumed
  • Understand of unique features and challenges of SaaS applications
  • Exceptional critical thinking skills is a plus
  • Flexibility to travel is required
  • Timely execution-oriented professionals will be preferred
  • Focus on quality and attitude to excel will be a big plus
  • He/She should have experience in contact center domain

Location

Bangalore

 

 

About Acqueon

Acqueon’ s conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, improve collections and re-engage with otherwise-defecting customers.

 

Acqueon is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

 

For more information on how Acqueon delivers business value using Conversational Engagement, please visit http://www.acqueon.com/">www.acqueon.com

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webengage

at webengage

6 recruiters
Aashna Desai
Posted by Aashna Desai
Mumbai
1 - 4 yrs
₹4L - ₹7L / yr
Technical support
Tech Support
Troubleshooting
Software troubleshooting
Marketing Automation
+3 more
About us:
WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs. One of the hottest global SaaS companies, we’ve been recognized by G2 as a https://webengage.com/blog/webengage-recognized-as-a-marketing-automation-leader-in-asia/">Marketing Automation Leader in Asia 2021.
The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual, hyper-personalized engagement campaigns across 10 communication channels.
We are headquartered in MumbaiIndia, and have offices in DelhiBangalore, São Paulo, and Dubai.  We work with thousands of https://webengage.com/customers/">brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.
Learn more about us at http://www.webengage.com/">www.webengage.com
About the role:
  • Provide enterprise grade support to our clients over email and phone
  • Address core technical queries related to the product
  • Troubleshoot bugs faced by our clients. This typically involves working with REST APIs, APIs, HTML/CSS and Javascript
  • Perform cause analysis of customer issues via in-depth research and analysis using information from product logs and other databases
  • Collaborate with Engineering and Data Analytics to help solve customer issues and provide reports
  • Create and maintain internal documentation repositories
  • Triage incoming requests and enhance workflows to deal with incoming ticket volume
  • Ensure speedy resolution of issues while maintaining high customer satisfaction
You will have the opportunity to:
  • Be a part of an elite Technical Support team
  • Build partnerships and work with some of the biggest enterprise accounts across different domains like e-commerce, travel, insurance, banks, telecom etc
  • Core markets include US, Europe and SE Asia.
External Skills And Expertise
  • 1-2 years of experience providing enterprise support to Indian and Global clients (B2B SaaS)
  • Hands on experience with HTML/CSS,Javascript, REST APIs and APIs
  • Knowledge of Zendesk and JIRA is a plus
  • Excellent written and verbal communication skills
  • Ability to explain complex concepts through clear and accurate writing
  • People skills and having the gift of the gab to handle tricky situations
  • Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self-motivation
  • Flexibility of working in rotational shifts

Life at WebEngage:
  • We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.
  • A highly inclusive work culture that promotes a relaxed, creative and productive environment.
  • Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance
  • Go on company-sponsored offsites, once a year and blow off steam with your work buddies! (Post Pandemic)
Perks & Benefits:
  • Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers & reimbursement for your WFH setup!)
  • Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)
Explore more here:
Think you fit the bill? Come along, let’s redefine the future of Marketing Automation!
 
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Ashnik
Agency job
via InvokHR by Sandeepa Kasala
Pune
5 - 15 yrs
₹10L - ₹17L / yr
PostgreSQL
DBA
Product support
Open Source Contribution
Relational Database (RDBMS)
Database Administrator 

ABOUT US.

Established in 2009, Ashnik is a leading open-source solutions and consulting company in South East Asia and India, headquartered in Singapore. We enable digital transformation for large enterprises through our design, architecting, and solution skills. Over 100 large enterprises in the region have acknowledged our expertise in delivering solutions using key open-source technologies. Our offerings form critical part of Digital transformation, Big Data platform, Cloud and Web acceleration and IT modernization. We represent EDB, Pentaho, Docker, Couchbase, MongoDB, Elastic, NGINX, Sysdig, Redis Labs, Confluent, and HashiCorp as their key partners in the region. Our team members bring decades of experience in delivering confidence to enterprises in adopting open source software and are known for their thought leadership.

As a team culture, Ashnik is a family for its team members. Each member brings in different perspective, new ideas and diverse background. Yet we all together strive for one goal – to deliver best solutions to our customers using open source software. We passionately believe in the power of collaboration. Through an open platform of idea exchange, we create vibrant environment for growth and excellence.

THE POSITION

Ashnik is looking for talented and passionate people to be part of the team for an upcoming project at client location.

QUALIFICATION AND EXPERIENCE

  • Preferably have a working experience of 4 Years and more , on production PostgreSQL DBs.
  • Experience of working in a production support environment
  • Engineering or Equivalent degree
  • Passion for open-source technologies is desired

 

ADDITIONAL SKILLS

  • Install & Configure PostgreSQL, Enterprise DB
  • Technical capabilities PostgreSQL 9.x, 10.x, 11.x
  • Server tuning
  • Troubleshooting of Database issues
  • Linux Shell Scripting
  • Install, Configure and maintain Fail Over mechanism
  • Backup - Restoration, Point in time database recovery
  • A demonstrable ability to articulate and sell the benefits of modern platforms, software and technologies.
  • A real passion for being curious and a continuous learner. You are someone that invests in yourself as much as you invest in your professional relationships.

RESPONSIBILITIES

  • Monitoring database performance
  • Optimizing Queries and handle escalations
  • Analyse and assess the impact and risk of low to medium risk changes on high profile production databases
  • Implement security features
  • DR implementation and switch over

LOCATION: Pune

Experience: 8 yrs plus

Package: upto 17 LPA

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Mumbai
7 - 14 yrs
₹20L - ₹25L / yr
Technical support
Tech Support
Product support
Active Directory
Customer Support
+3 more
We are hiring for Permanent Opportunity for for L3 Product Support Engineers

Skills :-
- Operating systems - Windows Server/Windows Client.
- Hands on experience in troubleshooting Windows OS and application related issues.
Infrastructure technologies - AD (Active Directory), DNS, DHCP, IIS
- Good working knowledge of MS Office suite
-Strong foundation of Networking Principles.
- Web servers like Apache/Tomcat

Job Description : As a L3 Product Support, you will need to :
- Should have a minimum of 4+ years of L2 / L3 level Support experience.
- Should be able to interface with the customer's IT teams.
- Should have very good communication skills.
- The candidate should have a good understanding and working knowledge of Active Directory, Databases like Oracle/MSSQL, LDAP, J2EE web servers like Apache/Tomcat, SSL connectivity.
- Flexible and open to traveling as he/she may need to frequently travel to customer locations.
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Arque Capital

at Arque Capital

2 recruiters
Sonam Gupta
Posted by Sonam Gupta
Mumbai
2 - 15 yrs
₹4L - ₹10L / yr
Technical support
Product support
FIX
Shell Scripting
Linux/Unix
+1 more
You will be part of our front office proprietary Algorithmic trading desk for Indian and global
markets. As a Technical Support engineer, you will analyze, troubleshoot, and fix the defects.
You will be responsible for end customer communication, understanding the issue they are
facing, analyzing the functional and technical areas of code impact, and fix the defects
reported. There would be small enhancements in the customer solutions built on top of core
products and you will be working on those items, also any consulting to end customer in case
they have any difficulties in understanding custom developed solution/features

Selected candidate’s day-to-day responsibilities include:
1. Technical support for various kinds of algorithmic trading strategies on the in-house trading
platform
2. Deploy trading software for new clients
3. Work with clients, sales and developers defining trading and technical requirements.

Other requirements:
1. 2+ years solid experience in either FIX support or trade support
2. Strong knowledge of Indian cash, futures & option markets required
3. Experience with financial front-end applications (preferably algorithmic
trading) in supporting traders
4. Demonstrate excellent customer service skills working with customers in high
stress situations on complex problems
5. Ability to work as a good team player with different internal business and IT
groups to communicate and resolve any technical issues
6. Basic knowledge of Linux, Shell scripting
7. Excellent writing and technical skills with proven experience writing high-
quality documentation for software applications
8. Strong knowledge of FIX protocol and testing procedures
9. Familiarity with C++, Java a plus
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Jeavio

at Jeavio

4 recruiters
Parin Pagi
Posted by Parin Pagi
Remote, Vadodara, Pune
4 - 10 yrs
₹8L - ₹20L / yr
Network
Simple Network Management Protocol (SNMP)
IPv6
SDN
Product support

Job Description

  • We are looking for the Product Support Engineer with strong expertise in Networking.
  • Experience working in Enterprise SD-WAN/Wi-Fi environments, docker and Kubernetes will be a good to have skill.
  • Candidate should have exposer in working with global clients.
  • Our platform is a network and infrastructure management platform. It delivers the modern collection, visualization, and integration capabilities required to transform raw network performance data into actionable, real-time insights.
  • Should work as a member of the Support Team who would be responsible for working collaboratively and individually to solve customer issues in a fast-paced, ever-changing, and complex environment.

 

You will be expected to:

  • Provide accurate and efficient support to our customers with software and operating systems by researching and identifying applicable solutions.
  •  Provide timely and clear communication to customers.
  • Reproduce issues in local test environments.
  • Confirm and report defects to the development team once the applicable analysis has been completed with the customer.
  • Develop and write technical documentation for product solutions knowledge base.
  • Provide product feedback from customers to product management, development and account team.
  • Act as an SME for the team on any networking/SDWAN/SDN/WIFI related issues, whenever in need.
  • Look at network performance issues such as availability, latency, utilization and throughput that gets reported by the customer and explain or prove them the reasons.
  • Troubleshooting network problems and ultimately enhancing performance for users via performance tuning.
  • Analyze for root cause analysis of problems which includes for enhancements.
  • Train / Coach the team members on several networking concepts based on what is used in our product.
  • Support new and existing client software installations over the phone as well as via web-conferencing (desktop sharing) within established SLA's and SLO's.
  • Responsible for addressing customer issues and seeking a resolution and overall customer satisfaction.
  • Applying OS, DB, hardware, and product updates to customers.

 

Requirements:-

Key technical expertise areas expected for this role:

  • Detailed understanding OSI layers and its protocols like IP, TCP, UDP.
  • Routing and switching protocol expertise like OSPF BGP STP VLAN.
  • Knowledge on Advanced automation in Networking like SDN.
  • Knowledge on SDWAN and Enterprise Wifi technologies.
  • Knowledge on IPv6.
  • Detailed knowledge on SNMP.
  • Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators).
  • Exhibit good logical and analytical problem-solving skills.
  • Ability to adapt quickly to changing, growth-oriented environment.
  • Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels.
  • Exhibit initiative with new technical challenges as well as new technologies.

 

Good to have skills:

  • Proficient with Linux OS (file and process management)
  • BASH Shell Scripting
  • SQL queries (mainly select and joint syntax)
  • Ansible, docker Kubernetes kafka
  • Understanding of PKI (Public key infrastructure)

 

Education and Experience:

  • Bachelors or Master’s in computers or related field.
  • Minimum 3+ years of product support experience with international clients
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Wolken Software

at Wolken Software

4 recruiters
Kavya Hegde
Posted by Kavya Hegde
Remote, Bengaluru (Bangalore)
1 - 3 yrs
₹2.5L - ₹5.5L / yr
Java
MySQL
SQL server
Product support
SQL
+2 more

Product Support Engineer (L1 Support) – Immediate Requirement.

Key skills

  • 1-3 years exp in Product Support Role.
  • Need to Understand the product and features, to demonstrate the end users.
  • Sound knowledge on Java and SQL
  • Need to Analyze and Resolve the Product specific queries, MySQL.
  • Consistently Deliver the customer requirements.
  • Engage with Development team and manage the progress of cases.
  • Should be able to cope up with high pressure work environment.
  • Work model will be 24X7.

 

Must require

  • Good Communication both verbal and written
  • Analytical skills
  • Team player
  • Preferred male applicants only
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Exotel

at Exotel

6 recruiters
Vivek Kumar
Posted by Vivek Kumar
Bengaluru (Bangalore)
1 - 4 yrs
₹3L - ₹5L / yr
Customer Support
Product support
Customer Relationship Management (CRM)

 

Support at Exotel is different. The goal is not just to deliver help to our customers, but to deliver happiness. It's not the same questions over and over again, and often involves researching/understanding the business side of how companies use our platform to build their communication applications and help accordingly.

Providing time-sensitive help to meet the customer’s needs during each interaction is of utmost importance.


About us

 

Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.


We are a young company with humble beginnings in 2011 that grew  from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story https://2018.exotel.com/">here.

 

About the Role

 

Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA’s are met consistently. In this role, you will be working with internal and external stakeholders with high level of ownership on your deliverables with customer first approach.

 

What we are looking for?

 

  • You're empathetic to customers and can easily put yourself in their shoes. You listen and understand well. You’re smart and know that not everyone comes with the same skill sets and help people whether they are technically inclined or not. Your job is to make the customer feel empowered and happy after each interaction.
  • You love solving problems and have the ability to provide solutions to technical problems that customers face. You never give up when you don't know the answer right away.
  • You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
  • You write well. You know exactly what word or punctuation to use based on the context.
  • As we are an API driven company, you either know how applications are built using APIs or have a keen interest to learn.

 

Why should you join us?

 

  • You want to be an enabler for business success with an appetite for steep learning.
  • You enjoy mentoring and coaching teams, take pride in teams success.
  • You enjoy solving problems and thrive for excellence

 

What will you do?

 

  • You’ll be our Product Champ in all areas. Providing solutions to different problems of clients by taking help of different internal tools, coordinating with Tech Support (this is one team with whom you’ll be working the most), Network operations, Customer Success, Product and Finance teams.
  • You'll work one-on-one with customers, helping them to get the most out of Exotel. You might wing unplanned Skype calls and live screen-shares apart from answering phone calls and responding to emails.
  • Ensure that all the related notes/ call comments are properly documented and suitable information is provided to clients.
  • Maintain our https://support.exotel.in/support/home" target="_blank">knowledge base site. Write, edit and help create content whenever necessary.
  • We work 24*7, considering we now are expanding geographically. We expect you to be comfortable working in rotational shifts (you’ll be working from home during nights and over weekends, though)
Read more
Exotel

at Exotel

6 recruiters
Vivek Kumar
Posted by Vivek Kumar
Bengaluru (Bangalore)
1 - 5 yrs
₹3L - ₹5L / yr
Product support
Customer Support
Customer Relationship Management (CRM)

About the Role

 

Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA’s are met consistently. In this role, you will be working with internal and external stakeholders with high level of ownership on your deliverables with customer first approach.

 

About us

 

Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.


We are a young company with humble beginnings in 2011 that grew  from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story https://2018.exotel.com/">here.

 

Why should you join us?

 

  • You enjoy customer interactions and solving problems on behalf of our customers is something that you are passionate about.
  • You enjoy resolving customer issues and providing feasible solutions.
  • You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
  • You consistently thrive for excellence.

 

What will you do?

 

  • You will be the voice of the Enterprise customer sand help customers with issues related to the platform. You will be responsible for addressing and resolving tickets from enterprise customers while adhering to SLAs.
  • You will document customer pain points to help in process improvement. You will also surface customer feedback to product and engineering teams to drive improvements in the product.
  • You will explore customer data to identify trends with the objective of issue resolution.
  • You will resolve customer issues through process expertise without having to escalate to higher levels of management but also understands when higher level of authorization is required.
  • You will effectively interact, collaborate and network with other departments to resolve customer issues, including account management, technical support, product and engineering teams.
  • You will be working in different shifts so as to ensure the client issues are addressed on time.

 

What we look for?

 

  • 2-5 years of experience in 24x7 customer support operations.
  • You have experience in B2B Software support and understanding of Saas platforms
  • You have excellent communication skills, ability to identify complex customer problems.
  • You possess a sense of urgency for problem resolution and knows where to go for that resolution.
  • You have the eagerness for learning and staying up-to-date on new product or policy changes.
  • Start-up experience would be a plus.
  • You should have working knowledge about APIs and ticket management tools (such as Freshdesk, Postman, Grafana…) will be a plus or a learning mindset.
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Champu Apparel

at Champu Apparel

1 recruiter
Ramya John
Posted by Ramya John
NCR (Delhi | Gurgaon | Noida)
0 - 2 yrs
₹3L - ₹6L / yr
Sales
Inside Sales
Business Development
English Proficiency
MS-Office
+1 more
1. Update product knowledge on an ongoing basis 2. Handle complaints and provide appropriate solutions and alternatives in a timely fashion 3. Protect organization's value by keeping information confidential 4. Act as a consultant to the client and offering them recommended services and solutions 5. Relationship building and after sales support 6. Fix appointments for products demos with clients followed by mailing them presentation 7. Handle inbound prospect calls and convert them into sales 8. Solve queries via inbound emails/calls to reduce friction in usage 9. Understand customer needs
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PurpleRain

at PurpleRain

4 recruiters
Nivetha G
Posted by Nivetha G
Remote, Bengaluru (Bangalore)
1 - 3 yrs
₹2L - ₹3L / yr
Customer Support
Tech Support
Troubleshooting
Remote access
VPN
+3 more
-Front line support via live chat, tickets, and telephone. -Troubleshooting a variety of technical and non-technical issues customers are facing with their respective product -Performs miscellaneous job-related duties as assigned by the supervisors and management. -Provide customer support and technical support for various products -Answer questions and deliver support to customers with varying degrees of product knowledge and technical proficiency -Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying the customer's understanding of information and answer. -Identify and escalate priority issues; directing cases to appropriate teams and resources as needed Records customer inquiries by documenting inquiry and response in customers' accounts. -Improves quality service by recommending improved processes; -identifying new product and service applications.
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Radware

at Radware

1 recruiter
Vinoth Kumar
Posted by Vinoth Kumar
Chennai
5 - 10 yrs
₹10L - ₹20L / yr
Presales
IT Solutioning
Product support
SaaS
Technical sales
Job Responsibilities: Present technical materials during prospect calls and meetings. Managing end to end proof of concepts for prospects, providing guidance, assistance, and technical leadership to sales teams Responsible for solutioning the product and showing the value of the product to prospects & customers Prioritize assigned tasks appropriately Requirements: Bachelor’s degree in technology related field Overall 10 years of experience with at least 3 years equivalent work experience The ability to understand complex technical solutions in security or web and should be able to present them to prospects/customers Excellent communication and presentation skills Openness to short term travels & night shifts (whenever needed) Team player yet can contribute with minimal supervision and be able to work in a fast-paced & collaborative environment. Ability to work with senior level leaders and stakeholders Additional Requirements: (Good to have) Understanding of IP networking, HTTP, DNS, and web architectures Knowledge of APIs, Web Services (REST) and web programming principles, cookies & sessions Work experience combined with relevant industry experience in a consulting role related to solution delivery or cloud solutions.
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