About Kloud9:
Kloud9 exists with the sole purpose of providing cloud expertise to the retail industry. Our team of cloud architects, engineers and developers help retailers launch a successful cloud initiative so you can quickly realise the benefits of cloud technology. Our standardised, proven cloud adoption methodologies reduce the cloud adoption time and effort so you can directly benefit from lower migration costs.
Kloud9 was founded with the vision of bridging the gap between E-commerce and cloud. The E-commerce of any industry is limiting and poses a huge challenge in terms of the finances spent on physical data structures.
At Kloud9, we know migrating to the cloud is the single most significant technology shift your company faces today. We are your trusted advisors in transformation and are determined to build a deep partnership along the way. Our cloud and retail experts will ease your transition to the cloud.
Our sole focus is to provide cloud expertise to retail industry giving our clients the empowerment that will take their business to the next level. Our team of proficient architects, engineers and developers have been designing, building and implementing solutions for retailers for an average of more than 20 years.
We are a cloud vendor that is both platform and technology independent. Our vendor independence not just provides us with a unique perspective into the cloud market but also ensures that we deliver the cloud solutions available that best meet our clients' requirements.
What we are looking for:
- Service Manager managing a team providing L1, L2 support for multiple applications
- Should be able to work in China hours as and when required
- 6-7 years of experience in a support role
- 2+ years’ experience in Prior experience in supervisory role
- Manage shift rosters, escalations
- Responsible for standing up and running the support team
- Managing the customer support department’s day-to-day functions.
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Assigning tasks to support team members each day that are based on SLAs, technician availability, and the technician’s skills.
- High level knowledge of the Data Engineering space having supported data stores, data pipelines, and downstream reporting applications is desirable
- Periodic reporting to stakeholders
Why Explore a Career at Kloud9:
With job opportunities in prime locations of US, London, Poland and Bengaluru, we help build your career paths in cutting edge technologies of AI, Machine Learning and Data Science. Be part of an inclusive and diverse workforce that's changing the face of retail technology with their creativity and innovative solutions. Our vested interest in our employees translates to deliver the best products and solutions to our customers!
Subodh Popalwar
Software Engineer, Memorres
About Kloud9 Technologies
Kloud9 was founded with the vision of enabling our customers to transform into an intelligent enterprise with our “AI-First” approach. We help our customers in their data transformation and insights transformation journeys and enable them to make smart business decisions.
At Kloud9, we know AI & ML is one of the key technologies that can help organizations to significantly improve their customer experiences and transform their business operations to enable them to survive & thrive in this global competitive market.
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Hello,
Greetings for the day !!!
We are hiring "Customer Support L1" for one of the international MNC specialized into Hardware & Networking based @ Mumbai!!!
Position: Customer Support L1
Experience Level: 1+ Years
External Skills And Expertise
within the assigned TAT/SLA
2. This role involves providing notifications to the clients and assisting with any queries they may have via Calls.
3. Following a standard Call/Chat flow and query handling process.
4. Manage and take Ownership of the resolution process for all customer related issues.
5. Offer to call the customer at their convenience should they have questions that may be better answered over the phone rather
than through live chat
6. Using define resources and specific company tools to support the customer by answering questions and escalating to respective
teams if needed for further support.
Duties & Responsibilities:
2. Ready to work in rotational shifts.
3. Effective communication, reading and writing English communication skills.
4. Excellent time management skills, attention to detail and the ability to multi task
5. Competent in MS office and web browser environments.
6. Confident to handle assign responsibility.
7. Qualification - Any Graduate/Under graduate.
8. Comuter proficency needed (Semi technically knowledge required)
Employment Mode: Contract to hire (Full time opportunity)
Work Mode: Work from office
Shift: 24*7 Rotational Shift
Location:
Mumbai - Andheri
Job description
- Responsible for Installation and Troubleshooting Operating System, Laptops, Desktops, Printer, Networking Device, Internet, Remote Desktop and all types of applications, drivers, and necessary updates.
- Responsible for Installation, Maintenance & Troubleshooting of Desktops, Laptop, and their operating system.
- Hands-on experience with Windows 10/11 operating system environments
- Use all means possible to assist users including by phone, via email, in-person, MS Teams or using remote support tools.
- Ability to perform remote troubleshooting and provide clear instructions.
- Knowledge of office 365, MS team, One Drive and SharePoint and anti-virus programs
- Excellent problem-solving and multitasking skills
- Address user tickets regarding hardware, software, and networking L1, etc.
- Manage and maintain IT asset inventory and documentation.
Desired Skills and Experience -
- Strong knowledge of Microsoft Windows desktop operating systems.
- Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT
- Strong knowledge of the Microsoft Office suite.
- Working knowledge of TCP/IP protocol stack, and Wi-Fi.
- Working knowledge of supporting pcs in a domain environment.
- Working knowledge of Office 365 cloud application suite
- Working knowledge of desktop imaging, application deployment, and hard drive encryption
Job Description:
The Technical support analyst is responsible for troubleshooting & fixing the application & technical issues for our Clients with an exp. of around 0 - 2 yrs experience.
Technical Support analyst must be able to assure complete Client satisfaction through all stages of the operations process. Must be able to establish and maintain strong relationships throughout the business process.
Key Responsibilities:
• Proactively connected with Clients.
• Resolving Technical issues in a timely manner.
• Training and educating Clients on our Products & Solutions.
• Assisting Software Engineers on issues.
• Providing feedback on product development in a timely manner.
• Auditing error Plans to reduce rework with the aim of providing Scalable Products.
Skills and Specifications:
• Excellent Communication & Analytical Skills.
• Willing to work on US shift (Voice Process)
• Interpersonal Skills with a great attitude.
• Good Knowledge if Enterprise Applications, Systems & Technologies.
• Self-motivated; demonstrating the ability to achieve the Client satisfaction with minimal supervision
• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding Client base.
• Organized, flexible and multitasking.
- • Persistent with a team attitude.
Requirements:
• Installing and configuring software, hardware and networks. •Administrate infrastructure, including firewalls, databases, malware protection software and other processes
•Provide technical support for hardware/software issues and resolve help desk requests
•Monitor the system daily and respond immediately to security or usability concerns.
•Upgrade systems with new releases and models and ensuring security and efficiency of IT infrastructure.
•Constant finetuning of the OS for improving the performance of the system.
•Coordinating with OEM support teams in case of any dockets raised and ensure the issues are resolved.
•Provisioning Operational support and troubleshooting the issues related to system administration.
•Perform in 24 x 7 environment in shift roaster and attend calls whenever assigned
•Must be Red Hat certified professional.
Skills Required:
•Red Hat (Primary)
•Debian
•Ubuntu
•SUSE
Requirements:
- Good verbal and written communication skills and interpersonal skills required
- Software& Application learning abilities
- Any Graduation ( Technical will be preferred)
- Experience in a similar role or experience will be preferred
- Able to promptly answer & support related Phone calls, chats & Emails.
- Good knowledge of Microsoft excel and other tools
Roles & Responsibilities:
- Supporting the customer through an email ticketing system, live chat and phone calls to resolve customer queries
- To help solve customer problems and issues maintaining SLAs Troubleshooting technical issues and communicating back to the customer
- Should be able to customers get to the root of their problems quickly.
- Following up with clients to ensure the problem is resolved
- Maintaining records of each phone call for future reference.
- Offering exceptional customer service and satisfaction.
- Ability to meet deadlines and prioritize tasks.
- Produce periodic reports of technical support operations to company management.
- Using remote desktop connections to provide immediate support.
- Raising tickets to the technical team as and when required to solve technical issues
- Properly escalate unresolved issues to appropriate internal teams like development and QA teams
- Creating support manuals for end uses for step by step guide for the features
Job Description
Company Background
Workplace Fabric (WF) is focused on using Technology to create the most efficient and effective working environments. Using patented sensor technology, data analytics and innovative displays WF helps office users get the best out of their workspace while enabling a business to fully understand the utilisation of an office building.
Most customers are seeing how >20% savings can be achieved as well as creating a much improved working environment for staff and reduced service cost. The business has installations in 50 cities around the world with major blue-chip companies as customers. The business has a cash generative business model and is set for accelerated growth; a very exciting time to join a rapidly growing company.
Overview
The exciting opportunity has become available as a result of company growth and opportunities. The Technical Customer Service position will be working with a friendly professional team and the ideal candidate will provide technical support to clients located worldwide.
To provide training and support for clients who experience issues with equipment, compile clear guides for client and review data trends from the system, carry out root cause analysis when technical issues arise and provide necessary guidance to achieve resolution.
Supporting clients with their requests in relation to their Freespace products and solutions, carry out training sessions on products and analytics dashboard along with return to work solutions.
The Role
- Training clients on products, services, applications, maintenance & analytics dashboard
- Understand client requirements/issues & presents solutions as necessary
- To action ticket requests within Service Level Agreement & clearly articulate updates to clients
- Always looking at ways to improve internal systems and processes
- Prepare client quotes for additional services or products & issue invoices
- Review information and act upon findings
- To be involved in technical discussions in relation to Routers, Access Points, Wifi & Internet connectivity issues
- Interpret and manipulate data
- Prepare documentation to share with clients following site visit
- Facilitate client meetings, sharing information and training
- To understand the functionality of all the Freespace products to support client with their needs
- Carry out any reasonable ad-hoc requests
Working Hours
2: 30AM to 10:30AM IST – Monday to Friday
On call support (only for critical issues) – Alternate weekend
The Person
- Positive can-do attitude, good manner with initiative
- Technical understanding in relation PCs, Networking, Displays, Wireless
- Customer focused & excellent communication skills are essential
- Ability to make decisions, compile reports based on data analytics
- Able to work fast and solve problems under pressure at times of high workload and competing priorities
- Remain focused, composed, optimistic and flexible in difficult situations; resilient and bounces back from failures or disappointments
- Focuses on results and desired outcomes and how best to achieve them
- Comfortable working with ambiguity & to question to gain full understanding
- Displays an ongoing commitment to learning and self-improvement
- A willing and helpful person who thrives on providing support for the team to achieve their goals
Qualification/skills
- Basic knowledge of PCs, Networking, Displays, Wireless
- Validating analytics data
- Discretion with confidential client information
- 3+ years customer service experience within a technical industry
- To have an interest in the build environment or architecture
- A Financial background is desirable
- Proficient in Microsoft Excel & Word is essential
- Excellent communication skills – presentation, written and verbal
- Ability to prioritise workload and problem solve
- Good research skills and attention to detail
- Excellent communication skills.
- They should be able to handle inbound calls
- They must have to provide training to customers.
- They need to provide Technical help IN software to customers.
- They must be able to solve problems to clients by calls via emails.
- Excellent understanding of excel, pages, word, number & Keynote.
Description
We are looking for a Senior Support Executive to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers with our services. Senior Support Executive responsibilities include handling technical support associates and being familiar with using remote desktop connections to provide immediate support. You will use email, chat, and call to give clients quick answers to product-related queries. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If you’re naturally a helper, enjoy assisting people with software queries, and are able to explain technical details simply, we’d like to e-meet you. Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical and non-technical queries.
Responsibilities
- Managing the team of Technical Support Associates and ensuring that they are performing well.
- Research and identify solutions to software queries.
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical/non-technical query
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate solutions
- Ensure all issues are properly logged
- Prioritize and manage several open querries at one time
- Prepare accurate and timely reports for yourself and team.
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Requirements
- 2-3 years of proven experience in the field of technical support
- Ability to diagnose and troubleshoot basic technical queries
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Understanding of how API works.
- Good to have basic accounting knowledge.
Benefits
- Flexible Work hours
- Flat Organisation Structure
- Contribute to the growth of the product
- Health and Skill Development benefits
Javascript- Responsible for providing L1/L2 technical enablement to company customers/partners for any product issues
- Ensure that the customer issues are managed within target Service Level Agreements (SLA) and all the incoming technical and product inquiries are responded to, in a timely, professional and effective manner.
- Participate in solution development and publications for the company knowledge base resources
- Report common user issues, suggest product improvements and convey important product feedback
- Formulate action plans (technical and operational) for analyzing and resolving reported product issues
- Stay updated on all product features- current, new & in the pipeline. Work closely with the Product
Our Ideal Candidate:
- Comes with 2 to 6 years of Technical & Customer-Facing experience, preferably in a System Engineer, Technical Support, or Product Support role
- Preferably someone from Engineering / MCA background
- Possesses thorough knowledge of Javascript, CSS & HTML
- Gets a thrill in solving everyday problems.
- That zeal to not let go of a customer without a solution.
- Demonstrates impeccable communication and interpersonal skills, and the confidence to work directly with senior executives from large enterprise companies
- Flexible to align with customers from the North American (9 PM to 6 AM), European (1 to 10 PM), or A&Z (6 AM to 3 PM) time zones, on a rotational basis
Robot Pilots are the front line of Cognicept’s operation and play an essential role in
the successful deployment of robotics: remotely resolving, analyzing, and reporting
robot errors. Providing a quick resolution to the client robot system is the highest
priority. These interventions ultimately lead to better performance and more
sophisticated applications of robotic systems. Robot Pilots use an error reporting
management system to document their interventions and findings into a
centralized database which is then used by the client, other Cognicept Robot Pilots,
and our engineers located worldwide.
Key responsibilities :
- Incident Management for robot issues within SLA.
- Error handling and resolution.
- Remote monitoring and robot operations.
- Help robots find their way by remotely correcting their internal “GPS” location and
driving/controlling the robot through unpredictable situations using
Cognicept’s propriety intervention system (it’s like a video game).
- Identify and report errors/failures/bugs, and suggest improvements to
processes and technologies.
- Manage inbound and outbound calls in a timely manner.
- Follow communication “scripts” and standard operating procedures.
- Identify customers’ needs, clarify information, research every issue and
provide solutions and/or alternatives.
- Keep detailed records of all interventions in the Cognicept database.
- Track personal/team qualitative and quantitative KPIs with your line manager.
- Take part in training and other learning opportunities to expand knowledge of
Cognicept and the position.
Skills/Qualifications:
- Experience with incident management, customer service and tech support preferred.
- Solid oral and written communication skills.
- Solid reading comprehension and listening skills.
- A keen eye for detail.
- Ability to work both independently and as part of a team.
- Excellent time to task management.
- Owns a laptop that runs Google Chrome and has a headset. (BYOD culture)
- Owns a functional smartphone with a data plan and an Indian phone number.
- Able to work in 24/7 shift with 6 days of working.
Follow CutshortSubodh Popalwar
Software Engineer, Memorres