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Opportunity

As a Technical Support Specialist, you will provide the highest level of support to every customer, through every interaction. You will work closely with other teams (onboarding, customer success, and engineering) to ensure that customer accounts have the technical support necessary to be set up for success. You will manage and troubleshoot third-party integrations, build and use technology resources for the Customer Experience and Solutions team, and act as an escalation point for the rest of the team.

We’re looking for someone who is highly-motivated and detail-oriented. You’re also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you’re incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop. 

Our perfect team member has a customer-first attitude with a strong sense of empathy. More importantly, you have a natural curiosity and aptitude for technology and can quickly learn how to use new tools.

Past experience in technical customer support (email, phone, chat or live) is definitely a plus. If this sounds like you, we’d love to hear from you!

Responsibilities

• You will be the face of QDC, handling inbound interactions through (chat, email, phone and remote session)
• Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.
• Reproduce customer issues and log tickets to be solved by the engineering team.
• Guide users on product features and train them to use it effectively.
• Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails, and video tutorials)
• Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation. 
• Rigorously measure support SLA & metrics and improve it continuously.
• Maintain regular communications with customers about new feature developments and enhancements to the product. 
• Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

What you can expect in the next 12 months

Within 1 month

• You should have acquired a good knowledge of the laundry domain, QDC product, and process that we follow.
• Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other.
• You should have gone through at least 3 onboarding and sales experience in the buddy system.
• You should have spent a day at the laundry store to get live hands-on experience.
• You should be able to configure SMS API’s for national and international clients.
• Learn how to access and use all internal tools, including Google Apps, Zoho Desk, JIRA, Sales-IQ, CRM and reverse-shadow in each tool. 
• Shadow other Customer Support Representatives (CSRs) handling inbound interactions, gaining an understanding of common customer inquiries as well as our processes for resolution; demonstrate understanding by completing simple tickets with a CSR shadowing you. 

Within 3 months

• Independently handle hardware integration and support. 
• Become QDC expert through training and customer interaction, building a solid understanding of each feature and best practices for how to use them; handle 80% of all inbound Technical Support interactions without assistance through resolution or escalation; be able to provide creative solutions to users.

Within 6 months

• Maintain a level of customer satisfaction (we measure through CSAT scores) equal to or greater than the overall team average; help maintain all service and support content including process documentation, videos, email macros, training manuals and help articles.

Within 12 months

• Help interview, onboard and train incoming team members.
• Proactively identify, pilot and implement ways to increase efficiency in Technical Support processes; assess results and refine.

What an ideal candidate looks like?

• At least 2+ years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training, etc. 
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ability to understand a software product and its nuances very well.
• Experience managing customer interactions effectively.
• Previous B2B SaaS and enterprise software experience.
• Excellent written and verbal communication skills.
• Ready to work in US Shift in the future when required.

What are we looking for?

Attitude

Skills

• Empathy
• Positive Attitude
• Patience
• Organized
• Process Driven
• Coachable
• Metrics Driven
• Attentive and Listening Skills
• Ability to explain in uncomplicated/ simple language

About Quick Dry Cleaning

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

Why join QDC?

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
• Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable in our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience Monday blues rather we have Monday excitement.

WORF FROM OFFICE!

Location : Noida/Chennai

Skill : Dot Net Developer            

§ Develop and support applications through all phases of the project life cycle, including Design, Development, Testing Support and Release Support

§ Having good hands-on experience in C#, .Net platform, MVC, SQL, PL/SQL

§ Required to develop applications using C# and .Net platform

§ Required to work independently with the customer and engage well with them

§ Good understanding of design principles and Object oriented programming

§ Develop Low level design documents

§ Responsible for coding, Developing test cases, unit testing and performing integration testing

§ Adhering to the schedule and scope of the project

§ Ensure to follow Technology and Process standards set for the project

§ Produce high quality technical deliverables for the customer

§ Interact with project lead to review Technical deliverables, Test cases and Test results

• Provide status updates to Project Manager

§ 4+ years of experience in Developing the applications/product using C# and .Net in Banking domain

§ Should have passion for technology and possess good learning skills

§ Should have Expertise in Classes, Session management, MVC, Paging, Java Script, JQuery, Web Application

§ Must be strong in OOPs Concepts and common design patterns

§ Should be experienced and have good knowledge in SQL, PL/SQL

§ Should possess excellent communication skills

§ Should possess excellent de-bugging, troubleshooting and problem solving skills

§ Should possess good client interaction skills and should be able to work independently with the client

• Should be proactive and self-initiated.

Greetings from HashStudioz Technologies!

We are happy to share the details of 'Java Developer'. Kindly read the job description carefully before your technical Interview Round.

Company Profile :
  - We are a global leader in product development, having a wide range of technology experts under the same roof. You would be surprised to meet our enthusiastic team of blockchain, cloud, Mobility & Automation.

- Our mission is to help companies adopt new technologies and simplify complicated issues that arise amid technology evolution.

- We are designers, engineers, developers, analysts, programmers, testers, cloud experts, blockchain specialists, automation freaks & smart workers who have developed applications that are now being used by millions of consumers worldwide.

- We know how to build successful software products and welcome startup minds to discuss their product feasibility & scalability.

Company Profile:- https://www.hashstudioz.com/">https://www.hashstudioz.com/

Job Profile:  "Java Developer"

Industry:        IT-Software / Software Services

Role:

1. Ensure effective Design, Development, and Support activities in line with client needs and architectural requirements.
2. Ensure continual knowledge management
3. Adherence to the organizational guidelines and processes
4. Define best practices, coding standards, and development methodology as part of the master solution design and ensure compliance with these guidelines
5. Highlight and resolve solution dependencies on enterprise systems
6. Good problem-solving capabilities and troubleshooting skills
7. Should have excellent communication (oral and written) and interpersonal skills

Requirements:

1. 0 -6 Years of experience in Java, J2EE Development
2. Must have Hands-on Experience in Angular/ React
3. Fluency in programming constructs and working with Spring/Spring Boot/Spring MVC and Hibernate framework
4. Good experience with 1-2 Frontend Technologies eg JavaScript/Angular/React/jQuery
5. Good experience with MySQL/MongoDB
6. Design and Development of project modules independently
7. Handle SDLC individually
8. Good understanding of Object-Oriented Programming and Design Concepts.

• Understanding business requirements and processes from our customers for creating digital applications on our internal no-code tool
• Converting business processes into technology solutions, designing application flow, database design, and connections.
• Create SQL queries for report generation on the platform.
• Build visualizations and dashboards based on business KPIs.
• Create training documents and videos for our users. Support users in the digital requirements.
• Analyze and suggest product and process improvements
• Take and track all customer queries and assist them in using the platform
• Interface with the product team on feature requirements and improvements

• At least 2+ years of experience in SQL and implementation of any enterprise platform such as an ERPs etc.
• Ability to grasp business processes and create business processes for digitization of operations.
• Tech, MCA, BCA, or graduation in any technical field.
• Good to have working experience in working on no-code digital solutions or ERPs

Hiring Process

• Aptitude test
• Technical Interview
• Culture Interview