Main Responsibilities:
• Logging all relevant incident/service request details, allocating categorization and prioritization codes.
• Providing first-line investigation and diagnosis using approved tools, systems and procedures.
• Resolving/fulfilling incidents/service requests that are in scope.
• Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.
• Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
• Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
• Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
• Keeping customers informed of progress.
• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
• Closing all resolved/fulfilled incidents/requests and other queries. • Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
• Ensure the Configuration Management System (CMS) is maintained/updated.
• Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
• Ensure communication at all times is clear, concise, meaningful, professional and efficient.
• Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation Management) and supporting functions can improve.
• Identify need for Problem Management for reoccurring Incidents/Events.
• Understanding of and familiarity with Customers’ services and solutions.
• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
• Actively participate as required in meetings (customer, 3rd party, internal).
• Conducting customer satisfaction call backs/surveys as agreed. • Coach/guide Junior staff and new starters.
• Act as delegate for Senior staff.
• Act as technical escalation gate for Junior staff. • Higher First Line Fix/Right First Time than Junior staff.
Experience
• 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
• 12+ x months in a process driven organization (must).
• Experience working in a multi-cultural/international environment (desirable).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).
Shubham Vishwakarma
Full Stack Developer - Averlon
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✔ Manage emails, calls & basic documentation
✔ Schedule meetings and maintain calendars
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🏢 Industry: Solar EPC / Renewable Energy
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Design rooftop and ground-mounted solar PV systems
Prepare solar layouts, SLDs, BOM/BOQ and technical drawings
Perform system sizing and generation calculations
Prepare cable routing and equipment layouts
Conduct PVsyst simulations
Coordinate with project and installation teams
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Requirements:
2–4 years of experience in Solar PV Design
Strong knowledge of AutoCAD
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Company is a fast-growing company founded by former Google Cloud leaders, architects, and engineers. We are seeking candidates with significant experience in Google Cloud to join our team. Our engagements aim to eliminate obstacles, reduce risk, and accelerate timelines for customers transitioning to Google and seeking assistance with data and application modernization. We embed within customer teams to provide strategic guidance, facilitate technology decisions, and execute projects in a collaborative, co-development style.
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- Stay abreast of industry trends and new technologies to drive continuous improvement in cloud solutions and practices.
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What we need...
- 5+ years of experience working in a Software Engineering capacity
- Excellent knowledge and experience with Python, and preferably additional languages such as Go
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- Familiarity with implementing microservice architectures
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• Maintain relationship with existing customers – take feedbacks, resolution of problems related to installing equipment, renew orders etc.
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Looking for technically skilled candidates with excellent interpersonal skills for the technical support position. Technical support officers troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties.
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Location: Mumbai / Work from Home
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They are a technology start-up, that provides a cash-flow management solution for SME’s to automate their receivables and payable cycle.
Its mission is to be the simplest and most cost-effective service-provider for SMEs to manage their cash flow and business compliances.
Think of the exponential improvement in the usability of your phone when you switched from a feature phone to a smartphone. This is the kind of transformation that they hope to realize in the world of SME finance. Through the power of existing technologies and new innovations, their mission is to connect, integrate and automate financial management for SMEs. Using Artificial Intelligence and Machine Learning will reduce the cost and friction in accounting and business compliance, to provide SMEs greater control over their businesses.
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Reporting
The candidate will report to the CTO / VP-Products
Location Mumbai / Work from Home
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Full Stack Developer - Averlon