Technical Sales Executive/Tech Support

Responsibilities

• The ERP Implementation Professional will work closely with ERP team members as well as end

users to provide functional support and training of business processes enabled by Manufacturing ERP in the respective modules.

• ERP Implementation, for the modules like Finance, Production, Stores, Sales, Inventory Control.

• Provide ERP support by resolving customer queries via phone, email, remotely or at client-side

location.

• Responsible to communicate with Customer ERP core team, implementation team, Technical

consultant and his Manager.

• To Maintain Flowcharts, SOP's and prepare user manuals and provide end user training

• To configure, deploy and manage the ERP system and the backend database system

• Extensively travel to client end for software implementation and training purpose.

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. As a profitable, disruptive, and fast growing SaaS company, they caught the eye of many and recently raised $60M in funding. Headquartered in Dallas, Texas, many team members work for the company remotely from around the world while maintaining a strong company culture and work-life balance. Want to learn more?

Check out our website:

www.gohighlevel.com

Who You Are:

You are searching for an opportunity to impact the experience of SaaS customers at the very start of their customer journey. Providing them with world class engagement the moment they start their trial of the HighLevel platform. Your creative and strategic problem solving skills allow you to meet the demands of our prospective customers by intelligently speaking to the solutions HighLevel offers and how it will benefit their business. Our results based atmosphere will give you the autonomy to work independently on some projects and collaborate with various departments on others. Our prospective customers will look to you as a subject matter expert on how the HighLevel platform fits into their business strategy and to make them successful. Tie it all together with an all hands on deck attitude and excellent communication skills and this is the job for you.

This role is 100% remote.

What You’ll Do:

● Engage and nurture new customer relationships.

● Align solutions to the customer’s goals, needs and objectives.

● Develop strong rapport with a pipeline of new business customers through inbound customer engagement.

● Leverage all top of funnel customer demographic information to craft a relevant customer centric demonstration of the HighLevel platform that drives maximum trial conversion.

● Learn, understand, and be able to articulate the Value Proposition of the HighLevel platform to impact conversion to trial metrics.

● Conduct consultative trial engagements for HighLevel’s sales process via phone, SMS, email, and ticketed support driving them to the best trial for their business.

● Collaborate with customers, cross-functional teams, and subject matter experts to identify compelling solutions.

● Work efficiently in a team setting on projects to successful completion.

● Exercise judgment in developing and implementing methods and techniques to obtain desired results following industry best practices.

● Deliver right-sized technology solutions/services within the allocated budget.

● Provide technical support to customers, if needed.

● Develop technical documentation in order to optimize demo environments.

● Support business development and marketing initiatives by meeting with customers and prospective customers, attending industry events, and giving presentations.

● Complete other duties as required/assigned.

What You’ll Bring:

● Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred.

● 2-4 Years of previous customer service experience in a relevant capacity, preferably in Customer Success or Tech Support.

● A strong technical aptitude to help our users succeed with the HighLevel software.

● Experience working with and or ability to learn the use of various CRM Systems.

● Working Knowledge of the following applications is strongly preferred. Google Suite, Zoom, Facebook, Instagram, LinkedIn and other social media.

● Working Knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO.

● Demonstrated experience to learn quickly and apply new technologies to solve problems.

● Ability to develop and maintain deep knowledge of customers, data, business, and markets.

● Demonstrated ability to communicate well with colleagues and customers, both written and oral.

● Ability to pass a pre-employment background check.

EEO Statement:

At HighLevel we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

As a Technical Support Specialist, you will provide the highest level of support to every customer, through every interaction. You will work closely with other teams (onboarding, customer success, and engineering) to ensure that customer accounts have the technical support necessary to be set up for success. You will manage and troubleshoot third-party integrations, build and use technology resources for the Customer Experience and Solutions team, and act as an escalation point for the rest of the team.

We’re looking for someone who is highly-motivated and detail-oriented. You’re also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you’re incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop. 

Our perfect team member has a customer-first attitude with a strong sense of empathy. More importantly, you have a natural curiosity and aptitude for technology and can quickly learn how to use new tools.

Past experience in technical customer support (email, phone, chat or live) is definitely a plus. If this sounds like you, we’d love to hear from you!

• You will be the face of QDC, handling inbound interactions through (chat, email, phone and remote session)
• Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.
• Reproduce customer issues and log tickets to be solved by the engineering team.
• Guide users on product features and train them to use it effectively.
• Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails, and video tutorials)
• Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation. 
• Rigorously measure support SLA & metrics and improve it continuously.
• Maintain regular communications with customers about new feature developments and enhancements to the product. 
• Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

• At least 2+ years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training, etc. 
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ability to understand a software product and its nuances very well.
• Experience managing customer interactions effectively.
• Previous B2B SaaS and enterprise software experience.
• Excellent written and verbal communication skills.
• Ready to work in US Shift in the future when required.

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups buildinghttps://valuesaas.co/"> value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.

• Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable in our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience Monday blues rather we have Monday excitement.

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 

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.

THE POSITION

Ashnik is looking for talented and passionate people to be part of technical support team. You will be responsible for solving technical problems to ensure uptime. You will assist customers with their technical issues and questions around specific technology, including configuration and tuning and performance. Successful candidate should understand the importance of ownership of the problem and way to get it solved by leveraging the team in given time.

RESPONSIBILITIES

• Be the First point of contact for support queries
• Be responsible for solving customer queries and tickets in timely manner.
• Communicate with customer and internal team regarding problems reported and solved status in timely and effective manner.
• Log monitoring, event monitoring and resolving tickets in defined SLA.
• Apply updates and patches to keep the software up-to-date in line with organizational policies
• Provide support for installation and configuration.
• Monitor and identify areas of performance improvement
• Identify and write scripts for automating support tasks.
• Communicate effectively internally and with product support team to reproduce, resolve support cases and document them.

ESSENTIAL SKILLS

• Hands-On experience and skills in Linux operating system
• Knowledge of ELK stack or relevant technologies such as SolaR, Splunk etc.
• Good understanding of Indices Mapping , Index management such as archiving, reindexing, sharding etc.
• Good understanding of Analytical data structure and experience in deployment of same in the form of Reports and Dashboards
• Experience in NoSQL or RDBMS technology is desirable
• Python/Node.js or relevant data processing programming experience is preferred.
• Knowledge of Designing and Developing data pipeline using ETL tool such as Elastic Stack.
• Knowledge of real-time data collection with various data sources.
• Experience in deploying scalable Elastic cluster is desirable

QUALIFICATION AND EXPERIENCE

• 2 -4 years of experience in technical support role.
• At least 2+ years experience working across multi-cultural and geographically distributed teams
• Experience in trouble shooting, maintaining and supporting production setup
• Engineering or equivalent degree
• Ability to interact effectively with customers for problem resolution.
• Sense of urgency and ownership to get problems solved in timely manner
• Attention to details.
• Ability to work on multiple tickets/ support cases effectively and to be able to manage the time critical tasks.

LOCATION: Bangalore

Experience: Minimum 2 yrs

Package: upto 8 LPA

Hiring for UK Education Campaign -

Interview process Remote.

Key Points for Job Seekers (Why should you join CogentHub)

Lead Generation;

No Sales;

Fixed Salary Date;

Home Drop facility (Pickup as per COVID Situation).

Paid Training Sessions;

Fixed shift timings / No stretch;

Fixed 6 days working

Daily & Monthly Incentives;

Best Pay package in the Industry.

Required:

Excellent English Communication Skills

Basic Computer Knowledge

Full Time Job in Voice Process

Preferred Experience 6 months to 1 Year in any International BPO domain

Job Descriptions:

• You have to deal with UK B2C customers for Lead Generation process.  

Facilities:
Fixed Office Timings - (3:00pm- 12.00 am midnight)

Attractive Salary Packages (Fixed Salary)

Salary on Time

Free Home Drop Facility (as per the Transport Boundary)
Huge  Daily & Monthly Incentives.
6 Days Working
 

Our Address:

Cogent Hub Private Limited

Udyog Vihar, Gurugram - 122016