Walkin Drive - Product Technical Analyst

***Urgent Requirement ***

Job Role : Technical Support (Chat support)

Qualification : 12th Pass and above ( No B-tech and BE )

Experience : 0 to 3 Years

Location : Gachibowli, Hyderabad

Shifts : 24/7 Shifts ( Rotational shifts)

Working Days : 5 days & Rotational week offs

Training Period : 30 Days

Cab Facility : 1 Way

Radius : 15 kms Radius

Rounds Of Interview :

1) HR screening

2) Live Chat session

3) Kahoot Test : Technical, English Questions and Typing test (90% accuracy,30 WPM)

4) Operational Manager.

Job Description:

Appknox, a leading mobile application security company, is looking for a Junior POC Manager to join our growing team. The ideal candidate should be passionate about cybersecurity, have a keen eye for detail, and have excellent communication skills. As a Junior POC Manager, you will be responsible for managing the Proof of Concept (POC) process and supporting the sales team in driving new business.

Responsibilities:

• Manage the Proof of Concept (POC) process from start to finish, including coordinating with clients, setting up and configuring the necessary software, and conducting the testing process.
• Provide technical support to the sales team during the POC process.
• Collaborate with the technical team to ensure the successful completion of the POC process.
• Identify areas of improvement in the POC process and recommend solutions.
• Maintain accurate records of the POC process, including test results and customer feedback.
• Participate in client meetings and presentations as needed.
• Stay up-to-date with industry trends and advancements in mobile application security.

Requirements:

• Bachelor's degree in Computer Science or related field.
• 0-2 years of experience in a related role.
• Understanding of mobile application security concepts.
• Excellent verbal and written communication skills.
• Ability to work independently and in a team environment.
• Detail-oriented with strong organizational skills.
• Ability to multitask and prioritize tasks effectively.
• Proficient in Microsoft Office suite.
  
  

If you are passionate about cybersecurity and want to be part of a dynamic and growing team, we encourage you to apply for this exciting opportunity. We offer a competitive salary, excellent benefits, and a supportive work environment.

We are seeking a highly motivated and passionate Support Engineer to join our team and contribute to the creation of Cloud Native applications for our global clients. In this role, your focus will be on building strong customer relationships, understanding their unique needs, and problems, and assisting in solving their problems. 

To thrive as a Support Engineer, it is essential to have a deep understanding of various customer success strategies and a genuine interest in ensuring the satisfaction and success of our clients. Your natural curiosity and empathy towards digital products and customers will play a key role in delivering exceptional support and driving customer satisfaction.

Required Skills

• Familiarity with web and mobile application development frameworks, languages, and tools.
• Ability to understand and troubleshoot complex technical issues related to web and mobile applications.
• Excellent problem-solving skills to diagnose and resolve incidents efficiently and effectively.
• Ability to analyze and understand log files, error messages, and system behaviors to identify root causes.
• Strong troubleshooting abilities to navigate and resolve customer issues in a timely manner.
• Exceptional customer service skills with a customer-centric mindset and a passion for providing excellent support.
• Strong verbal and written communication skills to effectively communicate technical information to customers and internal teams.
• Active listening skills to understand customer concerns and requirements accurately.
• Proficiency in incident management processes and methodologies, including incident prioritization, tracking, and resolution.
• Ability to handle and manage multiple incidents concurrently, ensuring timely updates and resolutions.
• Proficiency in creating and maintaining comprehensive incident records, documentation, and knowledge base articles.
• Ability to articulate complex technical information into clear and concise documentation for customer reference.
• Proficiency in using JIRA and Jira Service Management

Role and Responsibilities

• Respond to customer-reported incidents promptly and efficiently, following defined incident management processes.
• Investigate and analyze the impact and severity of incidents, ensuring proper prioritization and allocation of resources.
• Communicate incident status and updates to customers, managing their expectations and maintaining transparency throughout the resolution process.
• Collaborate with development teams to accurately track and report bugs identified by customers.
• Provide detailed bug reports with the necessary information, steps to reproduce, and relevant logs to assist developers in the resolution process.
• Create and maintain accurate and comprehensive incident records, documenting all pertinent information, troubleshooting steps, and resolutions.
• Follow up on bug fixes and communicate progress to customers, ensuring transparency and maintaining trust.
• Continuously monitor customer satisfaction levels through surveys, feedback sessions, and follow-ups to ensure their needs are met and exceeded.
• Gather and analyze customer feedback, identifying areas for improvement and providing actionable insights to management and relevant teams.
• Contribute to customer success initiatives by proactively identifying opportunities to enhance customer experience and success.
• Stay updated on industry trends, best practices, and emerging technologies to provide the most effective support to customers.
• Identify opportunities for process improvements, suggesting and implementing enhancements to streamline incident management and support workflows.

Basic Qualifications

• Education: BE(IT or CS) or MCA/MTech.
• Problem-solving capability, excellent communication, and documentation skills.

Perks/Benefits

• Leverage sponsored certifications.
• Access to industry-best software development tools and practices.
• Exceptional mentorship.
• Accelerated Career Journey with Progression Visibility.
• Immense Learning Opportunities on Latest Technologies and Platforms.
• Competitive Pay and Comprehensive Rewards.
• Exposure to International Brands and Clients.
• On-Demand Salary.
• Health Insurance.
• Discounted Vouchers and Coupons.
• Annual Winter Shutdown.

We are seeking a highly motivated and passionate Customer Support Representative to join our team and contribute to the creation of Cloud Native applications for our global clients. In this role, your focus will be on building strong customer relationships, understanding their unique needs, and assisting them in achieving their goals. Your proactive guidance will help clients optimize the value they derive from our product and ensure their success.

To thrive as a Customer Support Representative, it is essential to have a deep understanding of various customer success strategies and a genuine interest in ensuring the satisfaction and success of our clients. Your natural curiosity and empathy towards digital products and customers will play a key role in delivering exceptional support and driving customer satisfaction.

Required Skills

• Strong customer-centric mindset with a passion for providing exceptional support and ensuring customer satisfaction.
• Excellent interpersonal and communication skills to effectively engage and interact with customers.
• Active listening skills to understand customer needs, challenges, and goals accurately.
• Comprehensive understanding of customer products and their functionalities to address customer inquiries and provide accurate information.
• Excellent verbal and written communication skills to articulate information clearly and effectively to both technical and non-technical customers.
• Proficiency in documenting customer requirements, inquiries, and resolutions for reference and knowledge sharing.
• Ability to build and maintain strong customer relationships, fostering trust and confidence in our support services.
• Empathy and patience to understand and address customer concerns and challenges effectively.
• Excellent organizational skills to manage multiple customer inquiries and requests simultaneously, ensuring timely follow-up and resolution.
• Ability to prioritize tasks based on urgency and impact, providing efficient and effective support to customers.
• Eagerness to continuously learn and enhance product knowledge, customer support skills, and industry best practices.

Role and Responsibilities

• Engage with customers to understand their product changes, goals, challenges, and knowledge requirements.
• Foster strong relationships with customers, acting as a trusted point of contact for their support needs.
• Proactively communicate and collaborate with customers to gather feedback and ensure their requirements are effectively conveyed to the Product Development Team.
• Conduct thorough and detailed discussions with customers to capture their product change requests and goals.
• Document customer requirements, ensuring clarity and accuracy for seamless communication with the Product Development Team.
• Maintain a comprehensive record of customer interactions, inquiries, and requests for future reference and knowledge sharing.
• Collaborate closely with the Product Management Team to ensure a clear understanding of customer needs and facilitate the delivery of appropriate solutions.
• Provide regular updates to customers on the progress and status of their requests, ensuring transparency and customer satisfaction.
• Provide training and guidance to customers on product changes, features, and best practices, enabling them to maximize the value of our offerings.
• Actively follow up with customers to ensure their issues are resolved satisfactorily and provide necessary guidance or updates throughout the process.
• Gather and analyze customer feedback, identifying trends, pain points, and improvement opportunities.
• Act as a customer advocate within the organization, voicing customer concerns, requirements, and suggestions to relevant teams.
• Collaborate with internal teams to implement necessary changes or enhancements based on customer feedback, aiming to improve customer satisfaction and product usability. 

Basic Qualifications

• Education: BE(IT or CS) or MCA/MTech.
• Basic object-oriented design and coding skills (Javascript/Java/Python).
• Problem-solving capability, excellent communication, and documentation skills.
• 0-1 years of software development experience developing high-quality, large-scale consumer applications.

Perks/Benefits

• Leverage sponsored certifications.
• Access to industry-best software development tools and practices.
• Exceptional mentorship.
• Accelerated Career Journey with Progression Visibility.
• Immense Learning Opportunities on Latest Technologies and Platforms.
• Competitive Pay and Comprehensive Rewards.
• Exposure to International Brands and Clients.
• On-Demand Salary.
• Health Insurance.
• Discounted Vouchers and Coupons.
• Annual Winter Shutdown.

• Exceptional writing and communication skills
• Proficient in G-suite (Sheets, Docs, Slides)
• Will be closely working with Engineering Manager.
• Organize, schedule, and prepare for meetings, including gathering documents and attending to the requirement of meetings.
• Ability to understand organizational workflows and processes.
• Transcribe source material, prepare documents, reports, tables, and charts; distribute as appropriate.
• Maintain confidential and sensitive information.
• Attend meetings and take notes of discussions; prepare the initial draft of minutes and summaries.
• Complete various special projects including creating PowerPoint presentations, financial spreadsheets, special reports, and agenda material.
• Other additional and/or alternative duties as assigned from time to time, including supporting other departments or Executives as needed.

JOB DESCRIPTION / ROLES & RESPONSIBILITY

Job Title
Customer Experience Champion

Location
Chennai, Mumbai, New Delhi, Kolkata, Hyderabad, Bangalore

Salary
INR 4,00,000 – 5,00,000 per annum

Position Summary

As a Customer Experience Champion, you will work as part of SunEdison’s Customer Experience team. This role requires a results-focused individual who can liaise with our Customer Experience, Sales and Operations teams. Further, supporting the Sales teams, to deliver high-quality service to SunEdison’s clients. This position is created for calling active and budding clients to encourage understanding of our product. Addressing clients' uncertainties, grievances, and suggestions on time. Noting important details of each conversation. Must be comfortable in presenting products or services over the phone as well as dealing with doubts. If you have a passion for delivering measurable results and client success, we want to hear from you.

The Objectives of this role include

• Directly leads all aspects of a team of a max of 10 Individual Contributors including the sales team, operations team and customer experience specialists.
• Partner closely with Sales and Operations Team in their respective region
• Ensure timely submission and follow-up on all call information submitted across businesses
• Arrange Client meetings with the Sales Team
• The goal is to help the company grow by bringing in customers and developing business
• Correspondence to clients like clarifications, queries, and other details about our business
• Convincing customers to close the lead and grow the business
• Follow up with the client, may include site visit as well
• Relationship management
• Drive to engage clients on new products and features
• Understanding customer journey thoroughly
• Coordinating customer requests with internal stakeholders (ops team, survey team)
• Coordinating customer’s requests with external stakeholders (Distribution Companies, etc)

Position Responsibility

• Contact potential or existing customers to inform them about a product or service using scripts
• Answer questions about products or the company and ask questions to understand customer requirements to close sales
• Handle grievances to preserve the company’s reputation
• Go the “extra mile” to meet sales quota and facilitate future sales
• Keep records of calls and sales and note useful information
• Directly communicating between the Client and SunEdison’s team and performance management
• Manage and coordinate inter-team-members relationships
• Team level Key Performance Indicators
• Bridge the gap between client, sales team and operations team for Solar Panels
• Noting down customer requests exhaustively
• Ultimate focus on delighting the customer
• Pulling in the relevant subject matter expert in their conversation with the customer as and when required.
• Ensuring all teams deliver to customers in their respective TAT

Position Experience

• Minimum 1-3 years of relevant experience, preferably worked in a BPO Industry, Energy Sector, B2C relationship management, customer service (servicing internal or external customers), consumer-facing sales organization handling inbound & outbound calls, CRM systems.

Position Academic Qualification

• Graduation in any discipline.

Desired Technical Skills

• MS Excel tools and Basic CRM Tools
  
  

Desired Soft Skills

• Should have attention to detail
• Communication Skills (Verbal and Written)
• Interpersonal Skills
• Analytical & Problem-Solving Skills
  
  

Language Proficiency

• English- Must Have
• Hindi/Bengali/Telugu/Assamese/Gujarati/Kannada/Marathi – Good to have

About Us
Zupee is India’s fastest-growing innovator in real money gaming with a focus on predominant skill-focused games. Started by 2 IIT-Kanpur alumni in 2018, we are backed by marquee global investors such as WestCap Group, Tomales Bay Capital, Matrix Partners, Falcon Edge, Orios Ventures and Smile Group.

Know more about our recent funding: https://bit.ly/3AHmSL3
Our focus has been on innovating in the board, strategy and casual games sub-genres. We innovate to ensure our games provide an intersection between skill and entertainment, enabling
our users to earn while they play. We are at the cusp of scaling rapidly; we’ve only just begun!

Department: Customer Experience

Role: Customer Experience Executive
Location: We are location agnostic & operating in a hybrid model
Core Responsibilities

•  Resolve customers’ queries and issues through voice, email, social, social media channels following the defined process in specified timelines.
• Able to take Inbound calls/make Outbound calls for resolving real-time Customer queries, Customer retention, and offering certain marketing offers, etc.
• Meet the average response time along with productivity while ensuring you follow all quality parameters, SLA with 100% Customer satisfaction.
• To ensure all the customer queries/issues are being resolved on priority with clarity and promptness.

What are we looking for?

• Willing to work in rotational shifts and weeks off (24*7 environment). Initially, it will be 6 days (but will be changed to 5 days a week later).
• Must be proficient with Hindi, English & speaking another language will be an added advantage (Bengali, Gujarati, Kannada, Marathi).
• Should have a minimum of 1-3 years of work experience as a CX executive preferably in E-commerce, Consumer Tech, Hospitality, ITES, Gaming domain.
• Should have managed - Emails/Calls/Chat/Social Media queries.
• Ability to multi-task, and must have excellent communication skills.

Pre-assessment Test Link:- https://test.gclocked.com/?form=-Mo8QM9iPn3ELW56h6PQ" target="_blank">https://test.gclocked.com/?form=-Mo8QM9iPn3ELW56h6PQ