Job Title: Technical Support Specialist
Department: Customer Support > Engineering
Reports to: Technical Support Team Lead
Location: Remote | India
Summary: The Technical Support Specialist is responsible for ensuring that our customers’ needs are met and issues are responded to and resolved in a timely manner. This role acts as a first point of contact for customers that are experiencing a problem with their implemented instance of any of Commerce Fabric’s products. The Technical Support Specialist responds to customer inquiries via phone, email and Slack. You will join a dynamic team where you will be given the opportunity to expand your skills within a wide range of front-end web technologies such as HTML, CSS and JavaScript.
Responsibilities: The Technical Support Specialist is responsible for intaking customer requests via phone, email and slack and ensuring effective communication and resolution with the customer by working with internal teams. The Technical Support Specialist will uphold Commerce Fabric’s service level agreements and keep the customer informed of progress on their issue, as it is being resolved. Your days will include interacting with clients to inform them on how to use our software, troubleshooting issues, and acting as a link between our Customer Experience Team and our Development and Product Team as you follow issues from the first report to resolution.
- Provide excellent customer service to Commerce Fabric’s customers
- Handle a high volume of inbound calls/emails/messages with an emphasis on service to Commerce Fabric’s customers
- Updates Account Manager with any escalated issues
- Highlights any consistent issues and themes to Technical Support Team Lead
- Provide top-notch support, and service to customers, through phone calls, in-person interaction, email, and our ticketing systems.
- Take assignment of technology support requests, and own those through resolution - calling on assistance from teammates and other resources as needed, but maintaining overall responsibility for tickets.
- Troubleshooting technical errors with a modern web-based application
Qualifications:
- Full-time bachelor’s degree
- 2-4 years of customer-facing experience with global customer exposure in a technical support role
- Ability to work in shifts outside normal business hours
- Excellent written and verbal communication skills in English with an ability to build relationships.
- Experience working with different operating systems including Windows and Mac OS
- Experience with ticketing systems Zendesk and JIRA
- Ability to work independently
- Ability to prioritize and manage several milestones and projects efficiently
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Primary Skill
- UI (Vue JS or Angular JS)
- Server Side (Java or Python) & AWS serverless framework.
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- Must have good experience on AWS (Overall knowledge, EC2 Volume, EC2 SecurityGroup, EC2 AMI, Lambda, S3, AWSbackup, CloudWatch, CloudFormation, CloudTrail, IAM, SecretsManager, StepFunction, CostExplorer, KMS, VPC/Subnet)
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Secondary Skill
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Soft Skills
- Excellent interpersonal, oral and writing communication skills.
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Position Overview:
We seek a talented and experienced professional to serve as the Head of Engineering and a Senior Backend Developer with expertise in Go (Golang). In this dual role, you will lead our engineering team and contribute hands-on to developing our B2B SaaS platform, which aims to revolutionize blue-collar worker training in India. You will work closely with cross-functional teams, set engineering standards, and ensure the successful execution of our technology initiatives.
As Head of Engineering:
- Oversee the recruitment, mentoring, and performance management of engineering team members.
- Define and maintain engineering best practices, coding standards, and development methodologies.
- Manage project timelines, resources, and budgets
- Foster a culture of innovation, collaboration, and continuous improvement within the engineering team.
- Drive technical decisions and architecture discussions to ensure scalability, security, and maintainability.
As Senior Backend Developer (Go):
- Design the architecture and implement high-performance, scalable, and reliable backend services in Go.
- Write clean, maintainable, and efficient code while ensuring the security and integrity of the platform.
- Optimize and fine-tune the backend components for maximum speed and scalability.
- Develop and maintain RESTful APIs for seamless integration with frontend and external systems.
- Implement asynchronous programming and event-driven architecture for handling concurrent requests efficiently.
- Work on data modelling and integration with databases for data storage and retrieval.
- Write unit tests and perform code reviews to maintain code quality and ensure robustness.
Company Profile :
Merilytics, an Accordion company is a fast-growing analytics firm offering advanced a and intelligent analytical solutions to clients globally. We combine domain expertise, advanced analytics, and technology to provide robust solutions for clients' business problems. You can find further details about the company at https://merilytics.com.
We partner with our clients in Private Equity, CPG, Retail, Healthcare, Media & Entertainment, Technology, Logistics industries etc. by providing analytical solutions to generate superior returns. We solve clients' business problems by analyzing large amount of data to help guide their Operations, Marketing, Pricing, Customer Strategies, and much more.
Position :
- Business Associate at Merilytics will be working on complex analytical projects and is the primary owner of the work streams involved.
- The Business Associates are expected to lead the team of Business Analysts to deliver robust analytical solutions consistently and mentor the Analysts for professional development.
Location : Hyderabad
Roles and Responsibilities :
The roles and responsibilities of a Business Associate will include the below:
- Proactively provide thought leadership to the team and have complete control on the delivery process of the project.
- Understand the client's point of view and translate it into sound judgment calls in ambiguous analytical situations.
- Highlight potential analytical issues upfront and resolve them independently.
- Synthesizes the analysis and derives insights independently.
- Identify the crux of the client problem and leverage it to draw relevant actionable insights from the analysis/work.
- Ability to manage multiple Analysts and provide customized guidance for individual development.
- Resonate with our five core values - Client First, Excellence, Integrity, Respect and Teamwork.
Pre-requisites and skillsets required to apply for this role :
- Undergraduate degree (B.E/B.Tech.) from tier-1/tier-2 colleges are preferred.
- Should have 2-4 years of experience.
- Strong leadership & proactive communication to coordinate with the project team and other internal stakeholders.
- Ability to use business judgement and a structured approach towards solving complex problems.
- Experience in client-facing/professional services environment is a plus.
- Strong hard skills on analytics tools such as R, Python, SQL, and Excel is a plus.
Why Explore a Career at Merilytics :
- High growth environment: Semi-annual performance management and promotion cycles coupled with a strong meritocratic culture, enables fast track to leadership responsibility.
- Cross Domain Exposure: Interesting and challenging work streams across industries and domains that always keep you excited, motivated, and on your toes.
- Entrepreneurial Environment: Intellectual freedom to make decisions and own them. We expect you to spread your wings and assume larger responsibilities.
- Fun culture and peer group: Non-bureaucratic and fun working environment; Strong peer environment that will challenge you and accelerate your learning curve.
Other benefits for full time employees:
(i) Health and wellness programs that include employee health insurance covering immediate family members and parents, term life insurance for employees, free health camps for employees, discounted health services (including vision, dental) for employee and family members, free doctor's consultations, counselors, etc.
(ii) Corporate Meal card options for ease of use and tax benefits.
(iii) Work dinners, team lunches, company sponsored team outings and celebrations.
(iv) Reimbursement support for travel to the office, as and when promulgated by the Company.
(v) Cab reimbursement for women employees beyond a certain time of the day.
(vi) Robust leave policy to support work-life balance. Specially designed leave structure to support woman employees for maternity and related requests.
(vii) Reward and recognition platform to celebrate professional and personal milestones.
(viii) A positive & transparent work environment including various employee engagement and employee benefit initiatives to support personal and professional learning and development.
Introduction
We are looking to empanel a Public Relations (PR) Specialist to lead and execute public relations strategy and campaigns for our clients. We work with exciting brands and organizations that we have fallen hopelessly in love with. To these partnerships, we bring truckloads of passion and oodles of weirdness. To top it all off, we ensure everything we do is meaningful.
We are looking for teammates who are:
- As 'weird' as possible - someone who is itching to change the status quo, to take risks, to build a story that everyone talks about, and to make everyone sit up and take notice
- Always keeping an eye out for never compromising on 'meaningfulness' - every campaign, every strategy, every creative idea should never be superficial beyond a degree and should work towards genuinely and meaningfully connecting with audiences
“Weird + Meaningful” is our core belief, and we are craving to find people who really get it. You can know more about this in this https://www.youtube.com/watch?v=OcIGKxsDVpY">Ted talk by our founder
Responsibilities
- Responding to requests for information release or press conference from the media or designating a spokesperson or source of information
- Establishing and maintaining relationships with media - print and digital, mainstream and new-age
- Identify and build a relevant network in the media on a rolling basis (from newspapers to podcasts to Instagram news handles etc.)
- Coordinating and reviewing press releases, authored articles, guest articles, interviews, industry stories, and other media communications to promote clients
- Strategizing and advising on potential pitches and stories to maintain favorable public and stakeholder views of the organization's agenda and accomplishments
Coaching client representatives in effective communication with the public and employees
- Studying the organization's objectives, promotional policies, and needs to build public relations strategies that influence public opinion and promote products, ideas, and services
- Identify trends and interests and provide advice on communication strategies
Knowledge & Skills
- Proven relevant work experience of at least 2-3 years
- Bachelor’s degree in journalism, PR, marketing, or related field.
- Experience handling a press conference.
- Excellent written and verbal communication skills.
- Ability to pitch to the media.
- Knowledge of consumer marketing.
- An ability to work on big strategic plans as well as day-to-day tasks.
- Ability to think both creatively and strategically.
- Ability to run PR campaigns that deliver measurable results and meet objectives.
- Curious, deadline-oriented, with excellent follow-up and reporting skills.
- Creativity in securing coverage and buzz with traditional and new-age outlets.
- Project and budget management skills.
- Responds well under pressure with a strict time limit.
- Quick and enthusiastic learner.
Intro
EAGLE Power Holdings aims to launch a portfolio of new energy retail brands, all of which enjoy the efficiency of a single technology platform. We want to do more than offer cheap "green" tariffs, and believe that our range of engaging brands can identify with shifts in consumer preferences (e.g. growth of EV usage), with the value of local communities, and with proactive support of broader ESG causes.
Our long-term strategy is technology-driven, and involves unlocking value through the digitalisation of processes around customer acquisition, engagement, and retention.
Developers at EAGLE flourish in an agile process where collaboration and ego-free communication is valued. We believe in developing working software throughout the entire product development process. We engage in product thinking as a team and cross-functionality among product managers, designers, and domain experts is promoted.
How you fit in
Engineering is the executional function of EAGLE's software delivery wing. As a server-side developer at Eagle, you will take the lead on implementing various software services of our core energy retail infrastructure. Not only are you expected to write clean, tested, and maintainable code, you will also be a central part of a product team that iterates constantly, ships regularly, and learns continuously. You will have the creative freedom for learning, experimenting, and responsible risk-taking in a startup environment.
What your role consists of:
- Develop enterprise-scale backend services using Golang
- Collaborate with engineers, UI/UX designers, and product owners to build & ship new features and maintain/enhance existing ones
- Independently come up with extensible low-level software design. Write modular, tested, readable and performant code
- Debug production issues across services and multiple levels of the stack
- Help inform product prioritisation and scoping decisions by evaluating technical complexity and risk
- Improve engineering standards, tooling, and processes
- Maintain technical documentation
What you bring to this role:
- At least 1-3 years of demonstrated ability to rely on an iterative process to maintain momentum on projects in a distributed, collaborative, agile environment
- An ownership mindset: you should look not only at what you’re asked to do, but ask why you’re doing it and how it impacts on the rest of the product, our customers, and whether it makes sense
- Comfort with low-level engineering and ability to write efficient, performant and tested code
- Think deeply about systems and services and write high-quality code. We work mostly in Golang, with AWS Cloudformation. However, languages can be learned: we care much more about your general engineering skill than - knowledge of a particular language or framework.
- Excellent communication skills and ability to give and receive constructive feedback
- Passion for the whole product process. You will have your specific areas of focus, but we find those that are passionate about the bigger picture collaborate best with cross-functional teams
Where we are
While the company is registered in the UK, the software delivery wing is built to be remote-first. Whether you prefer to be in situ or a digital nomad (or anything in between), you are welcome. We are not inclined to support relocation to London for candidates that are not already based there, as we are a remote-first company.
What’s in it for you
We offer competitive salaries based on prevailing rates in your local employment market, but there is further room to negotiate if you are the right candidate. In addition to your basic package, you can expect to receive the following benefits:
- Flexible working hours
- Unlimited annual leave
- On-the-job coaching, and access to mentorship by industry and domain thought leaders
- Full or partial sponsorship for professional/skill development courses, certifications, and other learning opportunities (evaluated on a case-by-case basis)
- Monthly allowance package for remote working (coworking membership or cash allowance)
About EAGLE Power Holdings
In a nutshell: Transforming energy retail and supply through cutting-edge software and AI technology
The venture is in ‘stealth mode’ as we lay the foundations for blast-off. It has been launched by a team with a history of entrepreneurial successes. These include one in the climate change space which services the Californian and North America carbon markets, and another which provides highly refined machine learning software to the energy arena in Asia. Both companies were acquired last year.
This start-up was launched in London at the end of 2020, and will focus on the deregulated energy market in GB. The mission is to discover, or invent, a viable business and operational model for energy retail within the near-zero-cost energy ecosystem that the world is moving towards. This transformation is driven by the ever-decreasing prices of renewables/alternative generation, and by the exponentially growing volumes of national energy system data. We believe these factors have yet to truly disrupt the market, and intend to accelerate the sharing of value back to consumers.