UI/UX Designer - Intern

We are looking for enthusiastic, customer-oriented individuals to join our team as Customer Relations Executives (CREs). This role is perfect for freshers who are eager to learn and build a career in the customer service industry. You will be responsible for handling customer interactions, providing assistance, and ensuring a seamless experience.

• Ownership of product/feature end-to-end for all phases from the development to the production.
• Ensuring the developed features are scalable and highly available with no quality concerns.
• Work closely with senior engineers for refining the design and implementation.
• Management and execution against project plans and delivery commitments.
• Assist directly and indirectly in the continual hiring and development of technical talent.
• Create and execute appropriate quality plans, project plans, test strategies and processes for development activities in concert with business and project management efforts.
• Contribute intellectual property through patents.

• 2+ years of non-internship professional software development experience
• Programming experience with at least one modern language such as Java, C++, or C# including object-oriented design
• 1+ years of experience contributing to the architecture and design (architecture, design patterns, reliability and scaling) of new and current systems.
• A Bachelor's degree in Computer Science or related technical discipline.
• 3+ years of Software Development experience.
• Strong knowledge of Data Structures, Algorithms and CS fundamentals.
• Strong coding and problem solving skills.

• Experience working with service oriented architectures and web-based solutions.
• Experience in eCommerce and deep hands-on technical expertise
• Experience working on the AWS technologies.
• Experience with NoSQL and relational databases.
• Excellent verbal and written communication skills
• Experience working on Agile processes (Scrum, Kanban).

• Ability to provide overall product value and differentiate support offerings that clearly map to customer needs.
•  Ability to  Identify and resolve gaps in customer expectations versus actual service levels.
• Assists with the creation of a sales cycle plan.
• Manage Customized project requests and handle projects till it doesn’t go live.
• Coordinate with the Technical team, Client, sales team, and delivery team for a project.

KRA – Manager Presales

• Ability to provide overall product value and differentiate support offerings that clearly map to customer needs.
• Identify and resolve gaps in customer expectations versus actual service levels.
• Lead Generation activities such as cold calling to prospects
• Assist in preparation of sales proposals, RFP, and RFI responses
• Research and develop prospect list using LinkedIn and Web research
• Create proposals, sign-off documents, and integration documents.
•  Expected to be thorough with the products of the company and if there are any new developments or innovations going on.

Roles and Responsibilities

As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touchpoints (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure closure and recovering a customer’s experience.

• Tracking all Customer complaints/escalations in real-time.
• Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly, and assure a timely resolution.
• Coordinate and follow up internally for an end-to-end closure on each complaint handled.
• Proactively escalate cases that are about to breach standard TAT.
• Work on RCAs (Root Cause Analysis), of complaints, handled, to facilitate process improvement internally.
• Liaison with team members and team leads on a regular basis.
• Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.
• Adhere to compliance policies.

Required Skills & Experience

• A strong Customer-centric approach.
• Can work under pressure and handle difficult conversations.
• Can understand problems clearly.
• Ownership and solution-oriented approaches should understand and deliver end-to-end resolutions.
• A team player can coordinate and liaise with internal and other departments seamlessly.
• Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.
• Academic Qualifications- Bachelor’s Degree preferred or equivalent experience considered.
• 1 -2-year experience in customer service (or related fields), fresher’s can be considered who matches above criteria.

Preferred Skills

• Background in customer service, escalations/complaints handling, social media handling.
• Experience in email handling, inbound calls.

• Design implement and support highly scalable applications and web services using Microsoft technologies (ASP.NET, C#, MVC, WCF, SQL Server, Windows Forms, Web API/Rest API)
• Candidates should have the ability to train and work along with development teams to ensure timelines and quality deliveries.
• Lead project estimations, system architecture and performance engineering of projects
• Support software engineers on the team with guidance, experience, oversight, advice and code reviews
• Work with the quality assurance team to ensure that the software is fully unit tested, can be performance tested, and passes quality requirements

Desired Candidate Profile – 

• Candidate needs to have more than 5+ years of experience with IT industry.
• Minimum 5+ years’ experience in designing and developing applications on the .NET platform.
• More than 1+ year of experience with MVC, WCF framework is needed.
• Minimum 1 year of experience in React or Angular or JQuery, HTML, CSS
• Experience in web application Architecture and Development with hands on expertise in delivering solutions based on/customizing ASP.Net 4.0 / MVC and above.
• Expert-level knowledge of SQL Server programming.
• Strong understanding of OOPS fundamentals, Entity Framework, LINQ and REST APIs.
• Good knowledge of SQL Server Reporting Services and Crystal Reports.
• Proficient understanding of code versioning tools (TFS/SVN/Git).
• Proficient understanding of build/release management processes.
• Must have experience of working in Agile/Scrum environment.
• Must have some experience developing Windows-based applications.
• Must possess very good logical, analytical and communication skills.
• Candidates with knowledge of US Mortgage process will be given preference.
• Must be willing to travel abroad for short- and long-term duration.
• Shift timing 11 am- 8 pm, 6 pm- 3 am, 4 pm- 1 am (Candidate needs flexibility for all shift as per client requirements).