Telesales

About HighLevel: 

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, 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 encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

Who You Are:

The Manager of Customer Support is responsible for the supervision and operational management of a customer-centric workforce focused on solving issues for our customers. The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction.

Essential Functions:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
• Being able to interpret data that translates into action to improve the team.
• Monitors the overall health of the support system which includes but is not limited to live ticket queues, live channel queues, major bugs and staff availability
• Involved in determining customer service employee requirements by maintaining contact with employees to determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; analyzing information and applications
• Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Responsible for providing employees with technical resources; providing technical advice; resolving problems; disseminating advisories, warnings, and new techniques
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations
• Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other HighLevel functions. 
• Serve as an influential leader by demonstrating professionalism, passion, and enthusiasm, providing communication, and motivation, and creating teamwork and collaboration
• Be readily available with cameras on throughout the shift to assist customers and team members via Zoom

Experience/Education/Certifications Required:

• Associate's/ Bachelor's degree or equivalent experience
• 4+ Years in management 
• SaaS software experience
• Several years running technical customer-facing teams.
• Experience in managing a team of over 20+ 
• Project management skills 
• Leading a results driven team 
• People manager at heart, you love mentoring, leading and contributing to the professional development of those around you 
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
• The ability to build and maintain relationships internally with team and with customers
• Excellent listening, presentation and communication skills at all levels
• The ability to partner with customers and team members in developing their strategic direction
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
• Strong customer facing communication skills
• Demonstrated data driven approach to problem solving
• Must be a go-getter and not afraid to ask questions
• Must have basic computer and excel skills

Language Skills Required Vs. Preferred:

• Fluent in English.
• Demonstrated verbal and written communication skills.

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! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Azure DevOps engineer should have a deep understanding of container principles and hands-on experience with Docker. 

They should also be able to set-up and manage clusters using Azure Kubernetes Service (AKS). Additionally, understanding of API management, Azure Key-Vaults, ACR, networking concepts like virtual networks, subnets, NSG, route tables. Awareness of any one of the software like Apigee, Kong, or APIM in Azure is a must. Strong experience with IaC technologies like Terraform, ARM/ Bicep Templates, GitHub Pipelines, Sonar etc.

• Designing DevOps strategies: Recommending strategies for migrating and consolidating DevOps tools, designing an Agile work management approach, and creating a secure development process
• Implementing DevOps development processes: Designing version control strategies, integrating source control, and managing build infrastructure
• Managing application configuration and secrets: Ensuring system and infrastructure availability, stability, scalability, and performance
• Automating processes: Overseeing code releases and deployments with an emphasis on continuous integration and delivery
• Collaborating with teams: Working with architect and developers to ensure smooth code integration and collaborating with development and operations teams to define pipelines.
• Documentation: Producing detailed Development Architecture design, setting up the DevOps tools and working together with the CI/CD specialist in integrating the automated CI and CD pipelines with those tools
• Ensuring security and compliance/DevSecOps: Managing code quality and security policies
• Troubleshooting issues: Investigating issues and responding to customer queries
• Core Skills: Azure DevOps engineer should have a deep understanding of container principles and hands-on experience with Docker. They should also be able to set-up and manage clusters using Azure Kubernetes Service (AKS). Additionally, understanding of API management, Azure Key-Vaults, ACR, networking concepts like virtual networks, subnets, NSG, route tables. Awareness of any one of the software like Apigee, Kong, or APIM in Azure is a must. Strong experience with IaC technologies like Terraform, ARM/ Bicep Templates, GitHub Pipelines, Sonar,
• Additional Skills: Self-starter and ability to execute tasks on time, Excellent communication skills, ability to come up with multiple solutions for problems, interact with client-side experts to resolve issues by providing correct pointers, excellent debugging skills, ability to breakdown tasks into smaller steps.

Responsibilities and Duties:

● Java/Java EE application development while providing expertise in the full software development

life cycle, from concept and design to testing.

● Contribute to all phases of the development life cycle

● Write well designed, testable, efficient code

● Ensure designs are in compliance with specifications

● Prepare and produce releases of software components

● Support continuous improvement by investigating alternatives and technologies and presenting

these for architectural review

Required Skills:

● Should have strong knowledge of Core Java and OOPS concepts

● Sound knowledge of Web application development fundamentals and have worked on Servlets,

JSP and any MVC framework

● Strong analytical and reasoning skills and ability to learn and unlearn new technology on back

end as well as on front end

● Ability to understand functional and requirement specifications and transform them to solution

● Understand the client’s problem domain and suggest and implement solution which brings value

to the business

● Can estimate, develop and deliver project from start to end

● Should have professional service experience with any product

● Experience working with onshore team and ability to communicate with clients and stakeholders

● Ready to travel onshore

● Sound knowledge of RDBMS

● Can communicate well with clients and collaborate with cross functional team to deliver high

quality deliverable

● Should have knowledge of Agile/Scrum methodology

● Ability to work on microservices

Why Work at Staunchsys:

● Family Health Cover & Accidental Insurance

● Constant Learning

● Competitive Pay

● Flexible work timings

● 5 days working

● Complimentary Lunch & Snacks

● Personal accident insurance policy

● Encashment facility for both PL & SL

• 5+ years’ experience in customer focused product management in a technical product, end-to-end implementation and deployment within cloud systems.
• Must have experience in SaaS applications.
• Must have knowledge of Angular 8+, Azure, HTML CSS, JQuery, JavaScript ASP.Net, C#, SQL Server 2012/2014+ etc.
• Should have sound knowledge of Object-Oriented (OOPS) concepts.
• Must have experience in end-to-end product ownership and project management.
• Good experience in Relational Database Management Systems, Database design and Normalization.
• Hands-on experience in design, development, and debugging of systems.
• Object-Oriented Design (OOD) to ensure scalability and maintainability.
• Experience managing multiple clients with strong knowledge of Agile/SCRUM processes.
• Hands-on experience in DevOps and Azure functions.

KEY DUTIES AND RESPONSIBILITIES

·         Working on and at times leading the full software development lifecycle of systems

• Solid technical background with understanding and/or hands-on experience in software development, web technologies.
• Works with the product development team on the validation and verification process.
• Coordinate with the sales team to promote the product. 
• Experience of going through a full product lifecycle, integrating internal and external customer feedback into product requirements, managing change requests, driving prioritization and pre- / post-launch execution.
• Define product tasks and resource requirements.
• Analysis of systems, considering reliability, systems risks and code.
• Create technical and feature roadmaps along with release planning, sprint goals, and grooming of both technical and business functions.
• Manage project conflicts, challenges, and dynamic business requirements to meet expected deliverables.
• Experience in maintaining the document of application functionality.
• Excellent understanding of process management, improvement practices, operation services.
• Strong written and verbal communication skills.

• Meeting with the design team to discuss the needs of the company.
• Building and configuring Magento 1x and 2x eCommerce websites.
• Coding of the Magento templates.
• Developing Magento modules in PHP using best practices.
• Designing themes and interfaces.
• Setting performance tasks and goals.
• Troubleshooting integration issues.
• Updating website features and security patches.

Job Description

Required Skills: 

• Demonstrated and strong experience with Java Development (1.8 and above), Spring Boot, ability to design API and RESTful services, and an understanding of transactions
• Strong experience writing Microservices using Java 1.8 and above.
• Good Experience in Behavior Driven Design ( Cucumber , Gherkin ).
• Data design experience in application, noSQL, familiarity with modern technology and architecture (cloud, virtualization, object stores, etc.), and experience with SDLC tools and agile development methodology
• Experience with Angular JS preferred.
• Experience with spring cloud , swagger and devOps tools preferred
• Experience in Domain Driven Design preferred.
• Experience with Mulesoft preferred.
• Experience in SAFe Agile methodology preferred.
• Experience in building presentation layers using Front-end technologies
• Good problem solving skills and strong analytical skills.
• Ability to lead technology initiatives, develop reports, dashboards, and processes to continuously monitor data quality and integrity, an ability to interpret system / business requirements and prepare specification and design document.

Desired Skills:

• Java, J2EE, JDBC , EJB, Servlets,, Messaging Platform, Agile waterfall