customer care executive

ROLES AND RESPONSIBILITIES:

As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.

YOU WILL-

Incident & Ticket Management:

• Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)
• Ensure customer issues are responded to and resolved within defined SLAs
• Drive prioritization, root cause resolution, and engineering coordination across product teams
• Personally manage and de-escalate high-severity issues with customers and internal teams

Process & Metrics Ownership:

• Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
• Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
• Establish strong feedback loops to engineering/product based on recurring issues

RCA & Knowledge Management:

• Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
• Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
• Build and maintain a knowledge base to improve internal resolution efficiency

Customer Interaction:

• Engage with enterprise customers on complex or long-running tickets
• Serve as a trusted escalation point for strategic clients
• Collaborate with Customer Success and Implementation teams for seamless client experience

Collaboration & Leadership:

• Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
• Build and mentor a lean L3 support team or tiger squads when required
• Drive a culture of accountability, learning, and proactiveness in technical support

IDEAL CANDIDATE:

• 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
• Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
• Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
• Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.
• Excellent communication skills—able to speak fluently with both customers and engineers
• Data-driven mindset for reporting, insights, and stakeholder updates
• Experience working in retail tech, ERP, or platform businesses is a big plus

PERKS, BENEFITS AND WORK CULTURE:

• Comprehensive health insurance coverage.
• Excellent rewards and recognition policy.
• Transparent compensation policy with no unnecessary deduction in CTC.
• Annual company off-site and a variety of events, celebrations throughout the year.
• Travelling opportunities between our offices across the country.
• Annual company walkathon & related sporting events.
• Quarterly Coffee with CEO.

Position: Student Counselor

Experience Required: 3–4 Years

Salary Range: ₹30,000 – ₹45,,000 per month

Location: Kurukshetra, Haryana

Company: Digimaniac (Marketing Agency & Educational Institute)

About Us:

Digimaniac is a growing digital marketing agency and training institute in Kurukshetra. We provide marketing solutions to clients across industries and also train students in professional digital marketing skills.

We are looking for a Counselor who will play a vital role in guiding students, handling inquiries, and supporting admissions for our institute.

Key Responsibilities:

• Counsel students on courses, training programs, and career opportunities
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• Guide students through the enrollment process and answer queries
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• Maintain regular follow-up with students and parents
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• Organize and participate in seminars, workshops, and counseling sessions
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• Keep updated with the latest industry trends and course offerings
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• Maintain records of student interactions and progress
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Requirements:

• Strong communication and interpersonal skills
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• Ability to listen actively and provide constructive guidance
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• Prior experience in counseling or academic advisory preferred
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• Good organizational and time-management skills
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• Bachelor’s degree in any discipline (Education or Psychology preferred)
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Why Join Us?

• Opportunity to make a real impact on students’ futures
• Supportive and collaborative work culture
• Professional growth opportunities

Essential Responsibilities:

• Demonstrate an understanding of the Agile software development life cycle and distinguish the core inputs and outputs in each cycle.
• Work closely with your peers and keep engaging in a fast pace technical design and development team
• Execute in a fast pace delivery mode and focus on delivering tasks to meet monthly and quarterly digital product release goals
• Lead impact assessment and decisions related to technology choices, design / architectural considerations and implementation strategy
• Maintain code quality through best practices, unit testing and code quality automation
• Demonstrate the ability to make informed technology choices after due diligence and impact assessment
• Help in designing interfaces and information exchange between modules
• Articulate the need for scalability and understand the importance of improving quality through testing.
• Be an expert in writing code that meets standards and delivers the desired functionality using the technology selected for the project
• Drive design reviews, define interfaces between code modules, and apply existing technology to designs
• Be an expert in assessing application performance and optimizing/improving it through design and best coding practices

Qualifications/Requirements:

• Minimum Bachelor's Degree in Computer Science, Computer Engineering or in "STEM" Majors (Science, Technology, Engineering, and Math)
• 6+ years of experience in Full Stack Software Development within the enterprise or software services domain

Desired Skills:

• Expertise in full stack software development and awareness of 12 Factor software patterns
• Experience and knowledge of patterns and anti-patterns of microservices-based architecture design
• Experience developing and deploying applications on cloud (Azure, AWS, or GCP), on-premise, and hybrid-based architectures
• Mid-Level to Expert within one or more of the following UI development JavaScript: Client-Side HTML5 jQuery, jQuery UI, Knockout.js,
• Polymer, AngularJS, ReactJS, Bootstrap
• Mid-Level to Expert within one or more of the back-end development languages: .NET, Java, Python, or Scala
• Very solid API skills (e.g. Express.js/Node.js, GraphQL/Relay, Flask, Jersey, Java Spring REST or WebApi2)
• Skilled in use of Java, Kafka, and Spark streaming technologies
• Experience with containerization technologies such as Rancher, Kubernetes, Docker and Helm
• Hands-on experience in data storage environments of many types (RDMS, NoSQL, HDFS, etc.)
• Knowledge of GitLab, Jenkins and Artifactory
• Solid foundation in data structures, algorithms, and OO Design with rock-solid programming skills
• Security: Identity Management and Access, application security and static code analysis
• Proven success working in and promoting a rapidly changing, collaborative, and iterative product development environment
• Strong interpersonal skills, analytical skills, combined with intellectual curiosity, and a desire and ability to "get things done" are essential
• Agile Scrum development experience
• Added advantage to those having experience in multi-tenant SaaS Platform and Developers' Portal development

North American payroll,

Kwanzoo is a B2B SaaS company that provides an Account-based Go-to-Market (GTM) platform and solutions to mid-to-large, global, B2B enterprises and high growth B2B SaaS startups. Some of our customers include large enterprises and mid-market companies such as Avalara, HCL, and Treasure Data, B2B SaaS Unicorns such as Blend and Highradius, and high growth B2B SaaS Startups including LevelOps, Solvvy, Unravel Data and Contrast Security.

We are looking for dynamic Inside Sales / Sales Development Representative(s) to contribute to our growth. These team members will play a critical role in expanding our presence across global markets, including the United States,UK, EU and APAC regions, by converting prospects into Qualified Sales opportunities.

The role is ideal for someone who has a knack for Sales, and wants to build a career in B2B enterprise software sales. We would ideally like to see some experience working with a B2B sales team, and demonstrated prospecting and organizational skills, with a sense of key metrics for success as an SDR.

This is an incredible opportunity for someone who is passionate about technology, has sold marketing and sales solutions, and can creatively consult with clients to convince them of the value we provide.

Qualifications/What we are looking for….

• 2+  years of inside sales/ IT experience in prospecting / calling in the International Market (US/Europe/Australia) is preferred. 
• Bright entry-level candidates with less work experience will also be considered, provided they meet other qualifications listed below.
• Must be a Graduate (bachelor’s degree) with no gap year
• Experience in using Microsoft tools(doc, excel, ppt etc.)
• Highly ambitious, energetic and organized in their work
• Strong spoken and written English language communication skills
• Spoken English easy to understand for overseas prospects (USA/Europe)
• Should be comfortable working across different time zones
• Self-starter, with ability to work with new tools and technologies
• Experience with Salesforce CRM (SFDC) a plus
• Experience in IT - Inside Sales is a plus

Academic Qualification: Any graduation with Bachelor’s degree
                                       (Completed on or before June 2020)

Duties and Responsibilities

• Day-to-day sales activity management using Salesforce CRM (SFDC)
• Understand Kwanzoo offerings clearly in order to effectively communicate with prospects
• Validate and manage assigned Target Accounts on CRM
• Follow-up on incoming leads through form fills or hot leads from marketing email engagement to qualify prospects 
• Proactive outreach to prospects via outbound emails and phone calls
• Implement effective multi-touch sales cadences of email/call/social outreach
• Create personalized emails to engage target accounts
• Utilize social selling techniques to expand the network and open up new opportunities
• Provide exceptional customer service to inbound inquiries
• Work closely with Sales Manager and drive engagement with individual buyers and buying groups at key Accounts
• Strive to meet or exceed prospecting goals on daily, weekly, monthly and quarterly basis
• Meet and exceed Quarterly revenue targets Weekly/Monthly/Quarterly reports and review
• Detailed documentation within SFDC

Note: Your work schedule will be a blend of daytime and late evening hours IST. You are expected to perform account research work during daytime hours IST, and outbound calling in the late evening hours IST to reach prospects in USA across time zones (Pacific, Central, Eastern) and other global geos

Location of Role : Remote work / work from anywhere in India for now