UX DESIGNER

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity:

• Handle inbound calls, chats, and email tickets professionally and efficiently.
• Ensure accurate ticket creation and categorisation in the CRM for every interaction.
• Resolve customer issues within defined SLAs (majority within 4 business hours).
• Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.
• Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction:

• Deliver a positive, empathetic, and solution-oriented experience on every interaction.
• Maintain high CSAT scores by setting correct expectations and closing issues completely.
• Ensure customers clearly understand the resolution provided before closing tickets.

3. Ownership & Accountability:

• Take end-to-end ownership of assigned tickets until closure.
• Avoid unnecessary escalations by resolving issues at first touch wherever possible.
• Proactively follow up on pending cases and ensure closure within SLA.
• Escalate only when required, with complete context and documentation.

4. Revenue Signals, Cross-sell & Proactiveness:

• Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
• Highlight relevant MyOperator products or features based on customer needs.
• Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene:

• Follow defined support processes, workflows, and communication guidelines.
• Ensure accurate and timely updates in CRM for all tickets and interactions.
• Participate in new process rollouts, tool adoption, and team initiatives.

Skills & Competencies:

Must-Have Skills:

• Strong verbal and written communication skills (English required; Hindi/regional language is a plus).
• Customer-first mindset with problem-solving ability.
• Ability to multitask across calls, chat, and tickets.
• Comfortable working with CRM tools and support dashboards.
• Willingness to work in shifts, including weekends if required.

Good-to-Have:

• Prior experience in B2B SaaS, telecom, or customer support roles.
• Experience handling chat or omnichannel support.
• Basic understanding of CRM or cloud communication platforms.

Behavioural Expectations:

• Ownership-driven: sees problems through to closure.
• Process-oriented but customer-centric.
• Comfortable working with targets, SLAs, and scorecards.
• Open to feedback, coaching, and continuous improvement.
• Team player who collaborates well with TLs and Account Managers.

In this dynamic role, you will be the crucial interpreter, ensuring a seamless flow of communication between our world-class cybersecurity engineers and strategic business stakeholders. You will leverage your technical acumen to produce clear, authoritative technical content, drive impactful marketing campaigns that highlight our security solutions, and build meaningful relationships within the wider cybersecurity developer ecosystem. This is your chance to turn deep technical understanding into clear, market-ready business value.

We are looking for an ideal candidate who is a creative problem solver at heart who thrives in a team environment.

You will work with the marketing and business development team to work on technical content, manage and oversee relationships with new and existing partners through high-touch networking, lead generation, and market research. Candidate is responsible to work with the Managing Partner and marketing team to scale the business and also help organize the internal processes. The role requires planning, direction, and most importantly execution to develop and grow revenue in accordance with targets.

Key Responsibilities:

• Liaisoning technical + business.

Create detailed and precise documentation including functional specifications, use cases, process flows, and system design documents.

Collaborate with technical team to generate content and marketing collaterals

Conduct thorough assessments to understand current business processes and identify areas for improvement.

Maintain and update documentation as project requirements evolve.

• Collaboration and Communication:
• Act as a liaison between technical teams and business stakeholders, ensuring a clear understanding of requirements and   expectations.
• Facilitate meetings, workshops, and presentations to communicate project status, findings, and recommendations.
• Solution Evaluation:
• Evaluate technical solutions to ensure they meet defined business requirements and objectives.
• Conduct thorough testing and validation to confirm the quality and functionality of developed solutions.
• Continuous Improvement:
• Stay updated on industry trends, best practices, and emerging technologies relevant to our business processes.
• Proactively identify opportunities for process optimization and system enhancements.
• Working with the executive team to develop a comprehensive digital business strategy and assisting with its execution.
• Establishing a pipeline of core digital marketing activities and ensuring that the pipeline is aligned with the company’s revenue targets and digital marketing goals.
• Maintaining metrics and quality service by establishing and enforcing organization standards.
• Assessing new business opportunities with a strong revenue target in mind.
• Identifying, exploring, and evaluating business opportunities, performing risk assessment, and mitigating potential risks.
• Gathering market and customer information.
• Engage with the technical team to identify new opportunities within existing client businesses or contacts. Maintain strong and prosperous working relationships with key clients.

ServiceNow Analyst

• Must have: Basic ServiceNow configuration/management experience, ITSM ticketing (incident/ticket resolution)
• Must have: Experience with at least one — CSM (Customer Service Management) or HRSD (HR Service Delivery)
• Good to have: Full-scale IT Service Desk experience across multiple departments (HR, Sales, Finance)
• Good to have: Service Catalog & Workflow experience
• Good to have: Security (ACL, Security Rules, Security Zones)

Strong dialer manager profile

Mandatory (Experience 1):Must have 2+ years of core dialer operations experience with major dialer systems — Genesys, Avaya, Aspect, Ameyo

Mandatory (Experience 2): Must have hands-on experience in outbound campaign creation, list uploads, pacing changes, and real-time monitoring.

Mandatory (Technical Experience): Must understand routing/pacing optimization, retry logic, call attempts, ANI strategy, contact strategy, and compliance norms etc

• Strong AI/ML OR Software Developer Profile
• Mandatory (Experience 1) - Must have 3+ YOE in Core Software Developement (SDLC)
• Mandatory (Experience 2) - Must have 2+ years of experience in AI/ML, preferably in conversational AI domain (spped to text, text to speech, speech emotional recognition) or agentic AI systems.
• Mandatory (Experience 3) - Must have hands-on experience in fine-tuning LLMs/SLM, model optimization (quantization, distillation) and RAG
• Mandatory (Experience 4) - Hands-on Programming experience in Python, TensorFlow, PyTorch and model APIs (Hugging Face, LangChain, OpenAI, etc

Role : Full Stack Developer

Company : Splenta Systems Pvt Ltd

https://www.splenta.com/

Job location : Bangalore, HSR layout

- We are looking for a Full Stack Developer to produce scalable software solutions. You- ll be part of a cross-functional team that's responsible for the full software development life cycle, from conception to deployment.

- As a Full Stack Developer, you should be comfortable around both front-end and back-end coding languages, development frameworks and third-party libraries. You should also be a team player with a knack for visual design and utility.

If you are also familiar with Agile methodologies, we would like to meet you.

Experience : 2-3+ years

Notice period : Immediate

Responsibilities :

- Work with development teams and product managers to ideate software solutions

- Design client-side and server-side architecture

- Build the front-end of applications through appealing visual design

- Develop and manage well-functioning databases and applications

- Write effective APIs

- Test software to ensure responsiveness and efficiency

- Troubleshoot, debug and upgrade software

- Build features and applications with a mobile responsive design

Requirements :

- Proven experience as a Full Stack Developer or similar role

- Experience developing desktop and mobile applications

- Familiarity with common stacks

- Knowledge of multiple front-end languages and libraries (e.g. HTML/ CSS, JavaScript, XML, jQuery)

- Knowledge of multiple back-end languages (e.g. Java) and JavaScript frameworks (e.g. Angular, React, Node.js)

- Familiarity with databases (e.g. MySQL, MongoDB), web servers (e.g. Apache) and UI/UX design

- Excellent communication and teamwork skills

- Great attention to detail

- Organizational skills

- An analytical mind

- Degree in Computer Science, or relevant field

Required Skill sets :

- Java 8+

- Springboot

- Hibernate

- Angular

• Manage sales operations in assigned district to achieve revenue goals.
• Supervise sales team members; the BSMs, on daily basis and provide guidance whenever needed.
• Identify skill gaps and conduct trainings to sales team.
• Work with team to implement new sales techniques to obtain profits.
• Assist in employee recruitment, promotion, retention and termination activities.
• Conduct employee performance evaluation and provide feedback for improvements.
• Contact potential customers and identify new business opportunities.
• Stay abreast with customer needs, market trends and competitors.
• Maintain clear and complete sales reports for management review.
• Build strong relationships with customers for business growth.
• Analyze sales performances and recommend improvements.
• Ensure that sales team follows company policies and procedures at all times.
• Develop promotional programs to increase sales and revenue.
• Plan and coordinate sales activities for assigned projects.