938 Escalation Management Jobs - Page 8

Cowbell is signaling a new era in cyber insurance by harnessing technology and data to provide small and medium-sized enterprises (SMEs) with advanced warning of cyber risk exposures bundled with cyber insurance coverage adaptable to the threats of today and tomorrow. Championing adaptive insurance, Cowbell follows policyholders" cyber risk exposures as they evolve through continuous risk assessment and continuous underwriting. In its unique AI-based approach to risk selection and pricing, Cowbell's underwriting platform, powered by Cowbell Factors, compresses the insurance process from submission to issue to less than 5 minutes. Founded in 2019 and based in the San Francisco Bay Area, Cowbell has rapidly grown, now operating across the U.S., Canada, U.K., and India. This growth was recently bolstered by a successful Series C fundraising round of $60 million from Zurich Insurance. This investment not only underscores the confidence in Cowbell's mission but also accelerates our capacity to revolutionize cyber insurance on a global scale. With the backing of over 25 prominent reinsurance partners, Cowbell is poised to redefine how SMEs navigate the evolving landscape of cyber threats. Your future team At Cowbell, our Platform Support team is all about making things smoother for our internal folks and API partners. We do this by bringing our A-game in technical know-how and product smarts, always keeping our users" needs front and center. About The Role As a Level 3 Support Engineer II at Cowbell, you will play a crucial role in enhancing our customers" experience. You will be responsible for identifying and resolving production anomalies, collaborating closely with our global team of Level 2 and Level 3 engineers to tackle complex issues. Your dedication and urgency will be key in providing timely resolutions, ensuring our platform users remain unblocked and operations run smoothly. What You Will Do: Issue Resolution: - Triage and troubleshoot user-reported issues, identifying the most effective resolution path. - Implement production hotfixes and data changes to unblock users and mitigate issues. - Lead code enhancement initiatives to improve platform resilience and reduce critical incidents. - Prioritize and manage multiple incidents and deadlines in a fast-paced environment. On-Call & Alerting: - Participate in on-call rotations to triage, investigate, prioritize, and resolve critical bugs. - Become proficient in setting metric-based alerts, investigating logs, and identifying fixes or escalating to appropriate service owners when necessary. Knowledge & Collaboration: - Identify patterns and group similar/related issues to determine optimal resolutions. - Collaborate with other teams to build and maintain Level 2 & Level 3 Knowledge Bases, Status pages, incident notes, and other internal and external platform resources. - Maintain strong collaboration, communication, and interaction with all stakeholders (platform users, engineering, QA, and product teams) on support-related topics. What We Need From You: We are seeking a highly motivated and experienced Level 3 Platform Support Engineer to join our team. The ideal candidate will possess a strong technical background, excellent problem-solving abilities, and a commitment to continuous learning and growth. Education & Experience: - Bachelor's degree in Computer Science or a related field, or equivalent practical experience. - Minimum of three years of experience with Spring Boot applications. - Minimum of two years of experience with Java Microservices. Technical Skills: - Demonstrated expertise in software application debugging and troubleshooting. - Familiarity with technical support processes and escalation management. - Proficiency with Microservices, RESTful web services, and Kafka. - Experience with ELK and RDS/Postgres. - Hands-on experience with continuous software deployment in containerized microservices on public cloud infrastructure. Soft Skills: - Proactive and eager to learn new technologies and concepts daily. - Exceptional interpersonal skills, including clear and professional written and verbal communication. - Possess a responsible, reliable, confident, committed, empathetic, genuine, and helpful working style. - Self-motivated, self-directed, adaptable, and capable of managing multiple tasks effectively. - Strong ownership mindset, embracing both responsibility and accountability. Bonus/Nice to Have: - Experience working on a Software as a Service (SaaS) product. - Familiarity with continuous integration and automated testing. - Prior experience with tools such as JIRA, JIRA Service Management, Fire Hydrant, Datadog, Honeycomb, Komodor, Postman, and Tableau. - Knowledgeable and comfortable working with Copilot and other LLM tools to assist in troubleshooting and code fixes. What Cowbell brings to the table: - Employee equity plan for all and wealth enablement plan for select customer-facing roles. - Comprehensive wellness program, meditation app subscriptions, lunch and learn, book club, happy hours, and much more. - Professional development and the opportunity to learn the ins and outs of cyber insurance, cybersecurity as well as continuing to build your professional skills in a team environment. Equal Employment Opportunity: Cowbell is a leading innovator in cyber insurance, dedicated to empowering businesses to always deliver their intended outcomes as the cyber threat landscape evolves. Guided by our core values of TRUE Transparency, Resiliency, Urgency, and Empowerment, we are on a mission to be the gold standard for businesses to understand, manage, and transfer cyber risk. At Cowbell, we foster a collaborative and dynamic work environment where every employee is empowered to contribute and grow. We pride ourselves on our commitment to transparency and resilience, ensuring that we not only meet but exceed industry standards. We are proud to be an equal opportunity employer, promoting a diverse and inclusive workplace where all voices are heard and valued. Our employees enjoy competitive compensation, comprehensive benefits, and continuous opportunities for professional development. For more information, please visit https://cowbell.insure/.,

The Model/Anlys/Valid Intmd Analyst is a developing professional role with the ability to work independently and solve complex problems. You will be required to leverage your specialty area knowledge along with industry standards to contribute to the team's objectives. Your role will involve applying analytical thinking and utilizing data analysis tools to make informed recommendations and judgments based on factual information. Attention to detail is crucial as you deal with variable issues that may have a broader business impact. Effective communication and diplomacy skills are essential for exchanging potentially complex information. Your responsibilities will include developing, enhancing, and validating risk measurement methods across all risk types, such as market, credit, and operational risks. You will also support the design and implementation of best-in-class Risk programs and policies while ensuring compliance with regulatory requirements. Identifying potential risks, conducting preliminary investigations, and preparing reports for control and analysis purposes will be part of your routine tasks. Additionally, you will collaborate with senior staff to investigate and address customer and operational complaints. As a Model/Anlys/Valid Intmd Analyst, it is important to assess risks appropriately when making business decisions to uphold Citigroup's reputation and comply with laws and regulations. You must demonstrate sound ethical judgment, adhere to policies, and escalate control issues transparently. Proficiency in Microsoft Office, particularly MS Excel, clear written and verbal communication skills, self-motivation, attention to detail, and project management capabilities are key qualifications for this role. A Bachelor's or equivalent degree, along with at least 5 years of experience, is required. In this role, you will have a moderate but direct impact on the business's core activities, with the quality and timeliness of your service affecting the effectiveness of your team and closely related teams. Collaboration with other areas within Risk Management is essential to ensure a holistic approach to risk assessment and management. If you are passionate about risk analytics, modeling, and validation, and possess skills such as analytical thinking, business acumen, data analysis, and risk identification, this role offers an opportunity to further develop your expertise and contribute to Citigroup's risk management practices.,

As an Internal Controls Consultant, you will have the following responsibilities: - Providing support to the Head of Internal Control to ensure that staff make optimal use of reporting, analysis, and internal control systems. - Ensuring the provision of services upon request and offering support for recurring projects. - Acting as a point of escalation and solution for internal and external customer requests as needed. - Assisting in the creation and implementation of the internal control plan within SSC Bucharest, while also maintaining an efficient internal control framework for all departments within the Company and its clients. - Adhering to the policies and procedures related to the internal control activity within the company. - Ensuring that performance objectives are met, including KPIs, performance indicators, SLAs, and other relevant objectives. - Focusing on continuous improvement, automation, optimization, and analysis of existing processes, and providing guidance to collaborators and counterparts. - Required experience: minimum 2-3 years.,

The Analyst II role is a developing professional position where you will apply your specialty knowledge to monitor, assess, analyze, and evaluate processes and data. You will be responsible for identifying policy gaps, formulating policies, interpreting data, making recommendations, and conducting research to interpret factual information. Your role will involve identifying inconsistencies in data or results, defining business issues, and formulating recommendations on policies, procedures, or practices. You will integrate established disciplinary knowledge within your specialty area with a basic understanding of related industry practices and develop a working knowledge of industry practices and standards. Your impact on the business will be limited but direct through the quality of the tasks/services you provide, with your influence restricted to your own team. Your responsibilities will include developing, enhancing, and validating methods of measuring and analyzing risk across all risk types, leading projects in terms of model development, programming, integration, testing, and validation, providing analytical support on analysis and benchmarking, preparing regular and ad-hoc reports, and participating in projects focused on the constant improvement of risk analytics, modeling, and validation systems. You will also work on improving reporting systems and optimizing Credit MIS Reports, assess risks in business decisions, drive compliance with laws and regulations, and escalate control issues with transparency. Proficiency in programming languages such as SAS, SQL, R, and knowledge of tools like VBA would be preferable. Additionally, you should have basic knowledge of secured/unsecured banking products, good communication skills, proven analytical skills, and proficiency in Microsoft Office applications. Qualifications: - Basic knowledge of secured/unsecured banking products and US banking. - Good communication skills for technical and non-technical audiences. - Proven analytical skills to identify root causes and trends. - Proficiency in Microsoft Office (Word, Excel, and PowerPoint). - 2+ years of experience in model implementation/validation/development preferred. Education: - Bachelors/University degree or equivalent experience Skills Required: Analytical Thinking, Business Acumen, Constructive Debate, Data Analysis, Escalation Management, Policy and Procedure, Policy and Regulation, Risk Controls and Monitors, Risk Identification and Assessment, Statistics. For further details on complementary skills or any inquiries, please contact the recruiter.,

The Director for the Data Transfer Office plays a crucial leadership role in supporting Citi's enterprise data transfer and data use compliance framework. Reporting directly to the Head of Transfer Office within IMPaCT, this position involves defining and implementing scalable processes to manage end-to-end clearance activities across 95 countries. It requires a unique blend of technology understanding, risk management, and financial controls, including AI integration and governance within digital workflows. The director is responsible for leading high-performing teams, coordinating cross-functionally, and collaborating closely with compliance, legal, business, and technology leaders to strengthen Citi's global data transfer framework and governance. Key Responsibilities: - Lead and manage the cross-border data transfer lifecycle to ensure compliance with privacy, data outsourcing, localization, and sovereignty requirements. - Design and optimize regulatory processes by embedding legal and control requirements into simplified, reusable, and scalable workflows. - Conduct process maturity assessments and define future-state execution models aligned with enterprise data policy. - Act as a strategic thought partner to senior stakeholders in risk, compliance, technology, and business to embed data transfer governance. - Serve as an escalation point for complex data transfer cases requiring legal interpretation or senior stakeholder alignment. - Build and lead a high-performing team of governance professionals, fostering a culture of accountability, innovation, and responsible data and AI use. - Drive simplification and redesign of complex approval and documentation paths while maintaining risk integrity. - Lead large-scale transformation efforts by applying automation, AI, and analytics to enhance operational efficiency and control transparency. - Address the intersection of generative AI and data protection frameworks. - Implement tools and case studies for responsible data use in AI processes. - Incorporate global regulatory perspectives and strategies in the context of AI data processing and responsible data use. - Govern and maintain the Data Transfer Register to ensure accuracy, completeness, and audit traceability. - Collaborate with product and UX partners to implement intuitive, automation-friendly workflows supporting policy adherence. - Create and deliver scalable process guidance, playbooks, templates, and training materials to support global adoption. - Represent the function in audits, challenge forums, and regulatory reviews to drive continuous enhancement. - Partner with stakeholders and business leaders to influence action and desired strategy outcomes. - Develop and implement a dynamic people strategy that empowers employees, drives organizational agility, and supports business objectives in a rapidly evolving environment. Qualifications & Experience: - 15+ years of experience in privacy, data outsourcing, cross-border transfer governance, and regulatory compliance within large global institutions. - Proven track record in leading simplification programs at scale and transforming legacy processes into agile, compliant workflows. - Strong consulting experience with a history of driving strategic change, stakeholder alignment, and process optimization in complex environments. - Expertise in designing and implementing end-to-end regulatory frameworks and control environments. - Strong product management skills with a focus on program delivery, stakeholder management, and data-driven decision-making. - Deep understanding of technology disciplines, including metrics, analytics, and driving enterprise change programs in regulated environments. - Proficiency in global privacy laws, data residency requirements, and third-party data transfer frameworks. - Success in regulatory interaction, audit engagement, and stakeholder alignment across global teams. - Background in process transformation, including automation, policy-driven execution models, and metrics-based decision-making. - Experience leading high-performing, cross-functional teams across geographies. - Knowledge of the intersection of generative AI and data protection. - Ability to develop strategies for evolving data within global regulatory landscapes. Education: - Bachelor's/university degree, potentially a master's degree and managerial experience Ideal Candidate Profile: The ideal candidate is a strategic simplifier and technical executor with expertise in privacy, data outsourcing, and regulatory operations transformation at scale. They excel in complex global environments, possess a consulting mindset, and deliver with precision and urgency. Skilled in influencing senior stakeholders, challenging complexity, and operationalizing strategies into streamlined solutions. This job description gives an overview of the work performed. Additional job-related duties may be assigned as needed.,

Are you passionate about providing exceptional after-sales support and technically skilled to handle challenges in industrial equipment and machinery Join 4Bell Technology as a Service Engineer in the Customer Success, Service & Operations department. Your role will be crucial in ensuring the smooth functioning of machine services and contributing to our commitment to excellence. Responsibilities: - Provide 24/7 after-sales support for machines to ensure uninterrupted service. - Efficiently install machines for optimal performance. - Respond to breakdown calls promptly, offering resolutions. - Conduct preventive maintenance per SLA agreements to enhance machine longevity. - Submit vouchers on time to streamline administrative processes. - Adhere to SLAs to meet customer expectations and company standards. - Perform software upgrades to keep machines up to date. - Escalate calls according to the Escalation Matrix. Qualifications: - 0-5 years of relevant experience in after-sales support or related field. - Any Graduate (UG) degree. - Any Postgraduate (PG) degree. - Doctorate degree not required but valued. FAQs: Q: What is the primary role of a Service Engineer at 4Bell Technology A: As a Service Engineer, you handle after-sales support for machines, including installation, maintenance, attending breakdown calls, and ensuring timely software upgrades. Q: What qualifications are necessary for this role A: Candidates need 0-5 years of relevant experience and at least a graduate degree. Q: Is this a full-time position A: Yes, it is a full-time, permanent position. Q: How will the salary be structured A: The salary is competitive and will be discussed during the interview process. Q: What industries does 4Bell Technology operate in A: Specializes in the Industrial Equipment / Machinery sector. Q: What department does this role fall under A: Customer Success, Service & Operations department. Q: How can I apply for this position A: Submit your updated CV and details through our application portal for the hiring team's review.,

About Retail Portfolio Management Group The RPMG department focuses on the lending business of the bank by offering various loan products like Home Loans, Car Loans, and Personal Loans among others. They also offer working capital loans and Business loans for Small Businesses and is also responsible for the receivables/collections business of the bank About the Role The Portfolio Manager handles multiple vendors which handle the Write off portfolio for respective products. The Portfolio manager ensures maximum recovery and manages the portfolio as per the existing process. The Portfolio Manager also ensures compliance with the audit procedures of the bank. Key Responsibilities Achieve the required recovery target as per the business requirement. Customer Escalation management and Response within TAT, Structured review mechanism / Allocation Strategies / SMS Allocation / Billing TAT / Settlement conversion & Waiver% Ensure maximum ROR across vintages. Legal Filling, Coverage & Execution. Manage outsourced staff /vendors and ensure achievement of the monthly resolution targets. Ensure adherence to the set process and audit requirements in place. Create a performance-oriented environment leading to high employee motivation and productivity. Ensure that all staff are adequately trained on the products of the bank, processes, and various policies of the bank Qualifications Graduation/ Post-Graduation from a recognized institute Min 5 years of relevant experience in NBFC/ Banking industry Role Proficiencies: Knowledge and understanding of collections and market dynamics. Excellent vendor management skills. Knowledge of regulatory guidelines and norms Good communication (both verbal and written) skill in both English and the local language. Ability to manage complex client situations. Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment. Ability to handle pressure and meet deadlines

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role. About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role. About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

Day of a Service Leader (GL) Regular visit to BP place for meeting. Grooming of BPST (Uniform, ID card, safety kit, tool kit) Identifying training need and arrange training Reviewing BPs on the business KPI like MS, Complaint. REVENUE, RESPONSE TIME, IR STATUS. Follow up on pending complaint with BP & BPST & arranging MSR if any. Taking daily commitment on business KPIs Plan for execution download with BP / BPST Review with STs with Low Productivity and field meetings with STs for meeting up daily target. Maintain BPST module as per population and take the commitment from BP to fill the ST GAP Assigning spares from one BP to another BP for complaint attend/MS/AMC. Attending SOS/CEO complaints with STs and managing satisfaction letters from customers. Observation and field situation analysis from communication with BPs, assistants and STs Back to CRC and follow up with IR STs, BPSTs for meeting KPI guidelines. Customer data validation with zero error. Ensure 100% Defective (IW) Components are dispatched to warehouse Follow up with STs and customers for attending customer satisfaction and target NPS BPST Temperature tracking and ensure 100% Vaccination of BPST. Follow up for revenue/unit sale/same day response. Online/Offline meeting with operation team members for strategy discussion on day today operation. ________________________________________________________________________________ COMPLAINT MANAGEMENT : SOS, CEO, MSR complaint, Escalation complaint management by following up with individual STs, Guiding Tele -assistant if ST get stuck to fix the issue, managing customer satisfaction feedbacks. SPARES MANAGEMENT : responsible for BP to BP physical transfer of spares for maintenance of BP/ SELF KPI parameters. REVENUE : BP meetings, field meetings, target setting, Customer visit, verbal follow up with STs on regular basis. ANALYSIS and PLANNING : Analysis of budget, scope and planning for execution with help of various analytic reports from SAP and deductions from them SALES FOLLOW UP & ASSISTANCE : follow-up with STs and customer visit for closure of sale IR 24 HRS 90% : Guidance to BPs and IR STs and if required physical assistance at customer place TAT 48 HRS : Regular follow-up with STs and arranging spares physically for meeting Response time. BP MANAGEM ENT : Planning and execution plan analysis for meeting BP KPI parameters

Do: Management of daily activities of a team Experience in Data Analyst experience Ensures achievement of all system, team and individual Customer Service goals and standards Manages Key performance indicators Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities Responsible for administrative aspects including reporting Superior communication (oral, written), presentation, and interpersonal skills Demonstrated ability to develop and implement process enhancements including technology and performance Ability to plan, prioritize, organize and communicate with client Proficiency in , Work-force management applications, Quality tools and technologies, Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations. Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads Coordinate with delivery managers and the L&D POC to plan sessions Drive completion by following with respective leads and managers Mandatory Skills: AM Coding. Experience: 3-5 Years.

Roles & Responsibilities: Troubleshoot all Level 2 & 3 Calls. Document all communication with customers in the email and tool. Notify/Discuss and coordinate with SME/TAC on tickets or escalated issues that require assistance in planning phase. Timely handoff (escalation) of cases that require technical escalation to SME/Architect/TAC. Provide support as an L3 engineer for network and troubleshooting proactive incident tickets and resolve the Issue/incident within SLA. Validate the Plan (prepared by L2) for Implementation of various series of Routers and Switches including Nexus 9k Series, Extreme or Cisco for Configuring BGP, OSPF, VLAN, Trunking, STP, HSRP, 802.1q and Migration of services, Links and devices. Provide support to all the L2 team and team leaders. Help L2 team in Design, deploy, configure, and maintain Fortinet, Palo Alto (PANORAMA). Firewall solutions to safeguard the organization's network infrastructure. Experience in RADIUS or TACACS, Proxy server. Provide the technical training to all the L1 & L2 team. Troubleshoot and resolve complex firewall-related issues, providing timely and effective solutions to minimize network downtime. Ensure consistent customer satisfaction. Quickly learn new skills if required for network advancement. Basic Understanding of Cloud Network. Track record of successfully resolving complex technical issues for knowledge base. Coordinate with customer during any Incident or in critical activities. Understanding of VAPT, Information Security or Auditors Observation addressing. Understanding of any one or more: NAC Solution, SDWAN, Cloud Proxy. Required Skills Set: Excellent communication skills. CCNA or CCNP, Palo Alto PCNSE, Global certification will be added advantage. Excellent understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, SFTP). Expertise in VLANS, Tagging - IEEE 802.1q, STP, RSTP, LACP, ACL, PBR, SPAN, IP SLA, NETFLOW, NTP, SYSLOG, NATTING, GRE, VRF, MPLS, ROUTE SUMMARIZATION, ROUTE-POLICY, AAA, VPN, MTU, PBR. Expertise in OSPF (Route manipulation). Expertise in BGP (Route manipulation). Advanced routing in BGP and OSPF. OS/IOS/PATCH Upgradation of Cisco Nexus, Checkpoint, Palo Alto, F5 LTM/ASM/APM. Analyze packet capture with the help of Wireshark. Expertise in troubleshooting of Firewall, Load Balancer, Network Links, Security Appliances, etc.. Stateful, NGFW, Initial Configuration, NAT, Traditional & Next Gen firewall, OS upgrade, Hotfix upgrade, Packet capture, Zoning, Routing, IPS, IDS, licensing. Static and Dynamic Routing Protocols, BGP, OSPF, PBR. VLAN L2-L3, STP, Ling Aggregation, VPC, HSRP, ARP, Proxy ARP, Ethernet Header, Mac Address etc.

"Business Development, Institutional sales, Edtech, L&D Solutions HRTech Learning Solutions Sales Corporate Training Sales Content Development Solutions Coaching & Training Services HR Services Sales Behavioral Training Programs Sales Leadership Team Management (Sales) Sales Forecasting Sales Strategy Escalation Management Consultative Selling Sales Planning Client Retention Solution Selling Strategic Partnerships Cross-functional Collaboration Soft Skills Training Sales Technical Skills Training KeyAccountManager EnterpriseSales EdTechJobs CorporateSales LearningAndDevelopment SalesLeadership HybridJobs B2BSales ConsultativeSales Hybrid Work Full-Time Individual Contributor Remote + Office Leadership Opportunity Growth Role" " Strong consultative selling and negotiation skills. Excellent relationship management, communication, and presentation abilities. Proven track record of meeting or exceeding sales targets. Experience managing or mentoring teams (preferred, not mandatory). High degree of ownership, self-motivation, and strategic thinking. " 10+ years of experience in B2B sales, key account management, or enterprise client servicing, preferably in EdTech, L&D, or HR services.

Role Summary: We are hiring Customer Service Executives under the Universal Support model. In this role, you will handle customer queries and issues across all major channels inbound and outbound voice calls, chats, emails, and social media supporting both direct customers and store teams. Based on business needs, you may be assigned to a specific Line of Business (LOB). This is a multi-skilled role that requires flexibility, adaptability, and strong customer orientation. Key Responsibilities: Interact with customers through voice, chat, email, and social media platforms. Resolve queries related to products, orders, returns, exchanges, delivery issues, and general support. Make outbound calls for follow-ups, feedback collection, and issue resolution. Coordinate with internal teams to ensure timely resolution of escalated or complex issues. Support in-store teams in resolving customer escalations received via retail channels. Maintain detailed and accurate records of each interaction in CRM systems. Follow standard operating procedures (SOPs), quality standards, and compliance policies. Stay updated with product knowledge, ongoing promotions, and process updates. Key Performance Indicators (KPIs): Customer Satisfaction Score (CSAT) Maintain high customer satisfaction through quality service. Average Handling Time (AHT) Efficiently manage time across all interactions. First Contact Resolution (FCR) Resolve customer issues within the first contact wherever possible. Response Time (TAT) Ensure timely responses across email, chat, and social media. Quality Score Adhere to SOPs, communication protocols, and accuracy guidelines. Schedule Adherence – Maintain shift discipline and punctuality. Daily Productivity – Meet daily targets across channels (calls, chats, emails, tickets). Escalation Rate – Minimize avoidable escalations through proactive resolution. Repeat Rate – Reduce repeat customer contacts by resolving issues completely. Reopen Rate – Ensure accuracy and completeness to avoid ticket reopening's. Case Management – Effectively manage open cases, follow-ups, and closures within SLA. Escalation Control – Flag genuine escalations while independently handling routine queries. Note: All KPIs, targets and benchmarks will be defined on a monthly basis in line with business goals and process requirements. Required Skills & Qualifications: Education: Minimum HSC or Graduate in any discipline. Experience: Minimum 1 year of experience in a customer service role (voice/chat/email/BPO/e-commerce). Good communication skills in English; knowledge of regional languages is a plus. Comfortable with rotational shifts, including weekends and public holidays. Basic computer skills and familiarity with CRM tools, ticketing systems, and chat/email platforms. Strong interpersonal skills, empathy, and a solution-oriented mindset.

Education : BTech/ MTech/ BCA/ MCA/ B.S.c/ M.S.c Responsibilities The Program Manager manages product releases from concept to successful launch. Work closely with product and engineering teams and other cross-functional teams fromconcept through development to launch. Plan and deliver flawless products by coordinating with various engineering functions such as, but not limited to, development, QA, and release management. Prepare detailed project plans andgenerate appropriate metrics to assist with decision-making. Track milestones, be able to build consensus, resolve conflicts, prepare risk mitigation plans and strategies, and keep teams focussed and aligned on delivery. Enable clear, concise, and transparent information sharing across all stakeholders. Proactively identify and clear bottlenecks, carry out escalation management on time, make trade-offs, and balance the business needs versus technical constraints. De-risk the product launch either by having contingency plans, iterative execution, or any out-of-the-box solutions. Identify engineering and product process deficiencies and work with teams to eliminate them. Skillsets and Competencies: Hands-on technical design and architecture experience. Analytical thinking skills, ability to see the bigger picture. Experience with Agile methodologies and tools. Experience with tools such as Excel, PowerPoint, SharePoint. A proven track record of delivering initiatives from conception through completion on time, within budget, and on or beyond scope. Ability to work under tight deadlines in a high-pressure environment and able to adjust to multiple demands. Excellent oral and written communication skills with both technical and non-technical individuals. Excellent people person skills will be required. Experience in handling Merchant Landing products.

Role & Responsibilities: Respond to customer queries in a timely and accurate way, via phone, email or chat Identify customer needs and help customers use specific features Analyze and report product malfunctions Resolve customer queries, recommending solutions and guiding product users through features and functionalities Update our internal databases with information about technical issues and useful discussions with customers Monitor customer complaints on social media and reach out to provide assistance Share feature requests and effective workarounds with team members Inform customers about new features and functionalities. Follow up with customers to ensure their technical issues are resolved Gather customer feedback and share with our Product, Sales and Marketing teams Candidate Requirement: Any Graduate with 1 year experience in customer support role Familiarity with our industry is a plus Experience using help desk software and remote support tools Understanding of how CRM systems work Excellent communication and problem-solving skills Multi-tasking abilities Patience when handling tough cases Only candidates with good communication skills should apply

About your new Role: Acquire new education institutes, colleges and universities for digital campaigns and advertisements As a BDM, you would be the single point of contact between the Clients and the internal teams. Client Relationship Building - The BDM would be responsible for building effective relationships with some of the key clients and maximizing revenue from the assigned existing accounts. Apart from building strong communication channels at all levels of the clients organization, the BDM would also be responsible for setting proper expectations and ensuring that performance is maintained Manage the entire campaign of the clients to ensure delivery of the committed outcomes in the initial proposal Develop multi-level relationships with key stakeholders in the client organizations, such as Counselors, Marketing Managers, Marketing Heads, Chairmen, Deans, and Admission Directors Follow up for payments and timely collection to ensure timely achievement of assigned targets Conducting regular review meetings with the client to keep them apprised of the progress of their campaigns, gather feedback from them and facilitate troubleshooting wherever necessary, present future plan of action along with forecasts using key account metrics. Escalation Management - Proactively support customers by effectively handling their escalations through understanding of the client's critical priorities, solving the complex blockers and ensuring delivery of the promised deliverables within the communicated time frame. Education- B.tech(Tier 1/Tier 2 College)

Job Title: Technical Support Consultant Requirements: Communication Skills: Excellent spoken and written communication. Customer Service: High patience, ability to handle escalated customer issues and provide excellent support. Technical Troubleshooting: Experience with software troubleshooting on Windows/macOS, including diagnostic tools (e.g., Task Manager, Event Viewer, MS Configuration. Technical Knowledge: Familiar with networking, internet connectivity, and basic browser troubleshooting. Education: Graduate (Full-time). Cultural Awareness: Ability to engage with customers across regions and understand different accents, cultures, and regional specifics. Product Knowledge: Familiarity with Adobe Digital Media products (e.g., Photoshop, Lightroom, Camera Raw), with advanced knowledge of at least one product being a plus. Key Responsibilities: First Contact Resolution: Handle and resolve customer issues (technical and non-technical) through voice and chat channels. Upselling: Identify opportunities to upsell relevant products/services to maximize revenue per customer. Technical Support: Provide support for Adobe Digital Imaging Products (Photoshop, Lightroom, Bridge, Camera Raw, Dimension). Documentation: Accurately log all customer interactions in a case tracking system. Customer Interaction: Communicate effectively, ensuring clarity in both verbal and written forms. Follow up on unresolved issues. Issue Resolution: Take ownership of customer issues, escalate when necessary, and ensure timely resolutions. Sentiment Assessment: Evaluate customer sentiment and escalate to supervisors when needed. Report Trends: Monitor and report on common issues, feature requests, and emerging trends. Escalation Handling: Forward unresolved issues/escalations to the next level of support. Interested candidates can contact on below mentioned details- mansi.sa@dinllp.com or on 8368864718

Improve customer service experience, create engaged customers and facilitate organic growth. Take ownership of customers issues and follow problems through to resolution. Keep accurate records and document customer service actions and discussions.

We are seeking a highly empathetic and solution-oriented Executive/AM - Customer Engagement to join our client's team through Acme Services . This pivotal role is responsible for the timely and effective resolution of escalated complaints, particularly CEO escalations, from both Agent Advisors and customers. The ideal candidate will ensure strict adherence to processes, collaborate seamlessly with internal stakeholders, and drive customer satisfaction through diligent follow-ups and insightful data analysis. Key Responsibilities Escalated Complaint Resolution : Resolve all escalated (largely CEO escalations) complaints from Agent Advisors and Customers within the defined Service Level Agreement (SLA) , ensuring prompt and satisfactory outcomes. Process Adherence & Control : Ensure strict adherence to documented processes, procedures, and controls in all customer engagement activities, maintaining high standards of compliance. Cross-Functional Liaison : Liaise with other support units in the Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries and complaints are efficiently resolved. Customer Satisfaction & Follow-up : Ensure follow-up with customers / Agents to guarantee complete satisfaction and build lasting relationships. Reporting & Analysis : Publish MIS (Management Information System) and Dashboards to track performance and provide insights. Actively help in Root Cause Analysis (RCA) of queries / complaints received to identify systemic issues. Escalation Management : Strictly follow the Escalation Matrix for all issues, ensuring appropriate levels of management are informed and involved as necessary. Skills Strong ability to resolve escalated complaints , including CEO escalations. Expertise in ensuring adherence to documented processes, procedures, and controls . Excellent liaison skills with various internal support units. Proficiency in customer/agent follow-up to ensure satisfaction. Capability to publish MIS and Dashboards . Skills in Data Analysis for Root Cause Analysis of Queries / Complaints . Strict adherence to Escalation Matrix . Strong communication and interpersonal skills. Qualifications Proven experience in a customer service, customer relations, or customer engagement role, with a focus on complaint resolution. Demonstrable ability to manage escalated issues and work with cross-functional teams. Strong analytical skills for data interpretation and root cause analysis.

As a full-time employee with FIS, you will be part of a dynamic team working on challenging issues within the financial services and technology sector. Your role will involve managing the daily operations of processing functions and maintaining processing infrastructure to ensure that service level agreements are consistently met in support of clients and the company's critical business requirements. Your responsibilities will include overseeing the processing environment to safeguard production systems vital to the business's success. You will need to ensure that the operations environment complies with all service level agreements, such as 24/7 availability and response time parameters. Developing both tactical and strategic plans for processing operations and leading an efficient processing team will be key aspects of your role. Additionally, you will be tasked with identifying cost-saving and continuous improvement opportunities within the processing area, ensuring that backup, recovery, and disaster recovery processes meet or exceed business requirements. It will be your responsibility to implement team standards and procedures that align with departmental guidelines and effectively manage project plans, budgets, and schedules. To excel in this role, you should possess a Bachelor's degree or equivalent education, training, or work experience. Knowledge of processing phases, administration, activities, and controls, as well as familiarity with FIS products and systems, will be essential. Proficiency in client communication, escalation management, project management, and supervisory skills are also required. At FIS, we offer a competitive salary along with attractive benefits, including private medical and dental coverage insurance. You will have the opportunity to work in a modern environment alongside a dedicated and motivated team. We provide a wide range of professional education and personal development opportunities in a collaborative and respectful work environment. With over 50 years of experience in the financial services industry, FIS is the world's largest global provider of financial technology solutions. Our technology facilitates billions of transactions annually, totaling over $9 trillion across the globe. As a Fortune 500 company committed to privacy and security, FIS values the protection of personal information. Join us at FIS to be part of a team that is open, collaborative, entrepreneurial, passionate, and above all, fun!,

A Desk Side Support Lead with strong communication, managerial skills, and ITIL knowledge. Will act as SPOC for site operations, manage SLAs, reports, team performance, and customer relations. Must ensure service delivery, compliance, and quality. Required Candidate profile Good written and verbal communication in English Managerial Skills Good Understanding of ITIL Owner of the site for field side support of Desk Side Team Management Ensuring SOPs are updated by team

We are seeking a dynamic and detail-oriented Customer Service Representative (CSR) to join our team. The ideal candidate will be responsible for end-to-end customer service management, including front-office coordination, visitor support, budgeting, and security oversight for new projects. This role plays a critical part in enhancing customer satisfaction through seamless service delivery and operational excellence. Key Responsibilities: Customer Service & Front-Office Management: Allocate and manage customer meeting rooms as per scheduling requirements. Provide timely badge access, arrange shuttle services, and coordinate meals for visiting customers. Maintain decorum and professionalism at the front office and customer-facing areas. Conduct regular audits of customer office spaces, identify service gaps, and drive improvements. Budgeting & Cost Control: Prepare and manage budgets based on customer requirements. Collect and review quotations for all project stages; coordinate with internal teams for final approvals. Analyze quotations, track cost changes, and work closely with customers for BPO approvals before build stages. Drive cost control and efficiency across customer-related and new project security processes. Customer Reception & NPI Support: Manage customer reception processes for NPI (New Product Introduction) projects shuttle dispatch, food/dining coordination, and access control. Ensure the overall customer experience is smooth and professional during site visits and project meetings. Facility & Environment Management: Audit customer-facing rooms and office areas to ensure alignment with brand and operational standards. Coordinate with maintenance teams to plan and implement necessary upgrades and refurbishments. Security Management for New Projects: Plan and monitor security processes during the early build stages of new engineering projects. Ensure zero data leakage or security incidents during project builds. Collaborate with stakeholders to summarize abnormalities and propose improvements. Monitor and control security-related costs during the R&D stage. HR & Admin Reporting: Support departmental administrative tasks, including attrition tracking and report generation. Qualifications & Skills: Graduate in Business Administration, Hotel Management, or a related field. 2–5 years of relevant experience in CSR/Admin/Budget/Security roles. Strong interpersonal and communication skills. Proficiency in MS Office (Excel, PowerPoint, Word). Strong analytical and budgeting skills. Experience in front-office operations and visitor management preferred. Knowledge of security protocols and project coordination is an added advantage. What We Offer: Competitive salary and benefits Opportunity to work with cross-functional teams and global clients Dynamic and inclusive work environment Career development and internal mobility opportunities

Description: Job Description: Lead Customer Service Associate Location: Chambur, Mumbai. Interview Location: BKC, Mumbai. Company: A leading global healthcare company offering pharmaceuticals, diagnostics, medical devices, and nutrition products Payroll company: (On Talisman payroll) Contract renewable: Yes, based on performance. Working Days: 6 Days Work timing: 9 AM to 6 PM Round of interview: 2 interviews. Experience: 3+ Yrs to 15 Yrs or more. Job Summary: We are seeking a proactive and detail-oriented Lead Customer Service Associate to oversee and manage the end-to-end process of faulty sensor replacement and logistics coordination for direct and dispensing accounts. This role involves close collaboration with healthcare professionals (HCPs), the ADC sales team, third-party service associates, and internal customer experience (Cx), legal, public affairs, and quality teams to ensure timely and compliant service delivery. The role also includes managing high-priority escalations through the Cx - GM Desk Email and ensuring prompt resolution. Key Responsibilities: Process Oversight & Coordination: Manage the faulty sensor replacement process from initiation to resolution. Ensure third-party service associates collect faulty sensors and submit the Manual Complaint Form (MCF) accurately and on time. Coordinate with ADC Sales Team to validate replacement requests based on 90-day sellout. Ensure that PRE (Potential Reportable Events) are escalated and reported by Cx (Concentrix team) as per policy. Stakeholder Collaboration: Liaise with Public Affairs, Legal, and Quality teams to draft and review communication for consumer escalations. Coordinate with internal stakeholders to ensure timely and compliant resolution of escalated issues. Escalation Management: Monitor and manage the Cx - GM Desk Email for consumer escalations. Collaborate with relevant departments to investigate, address, and resolve escalated concerns efficiently and professionally. Team Leadership: Supervise and guide third-party service associates in MCF submission and logistics. Ensure adherence to SOPs and compliance requirements. Communication & Documentation: Ensure timely communication between HCPs, ADC Sales, Cx Executives, and logistics partners. Maintain accurate records of MCFs, courier dispatches, and CRM updates. Escalate cases exceeding 3% replacement threshold to ZBM and LT for approval. System & Reporting: Ensure complaints are logged in the Unity system and updates are shared with the Cx Executive. Track and report monthly replacement/sellout ratios. Support finance in processing stockist replacements based on validated approvals. Training & Compliance: Coordinate training sessions for ADC teams and HCPs when replacement thresholds exceed 5%. Ensure compliance to the replacement process. Qualifications: Bachelors degree in business administration, Life Sciences, or related field. 35 years of experience in customer service, healthcare logistics, or pharmaceutical operations. Experience managing third-party vendors or service associates is preferred. Skills & Competencies: Strong organizational and coordination skills. Excellent communication and interpersonal abilities. Proficiency in CRM systems and Microsoft Office Suite. Ability to analyze data and generate actionable insights. Knowledge of healthcare compliance and logistics processes is a plus. Experience working with cross-functional teams including Legal, Public Affairs, and Quality. Strong problem-solving skills and experience handling high-level customer escalations.

ROLE PURPOSE & OBJECTIVE The incumbent will report to the Head Solution Delivery (CRM) IT responsible for execution and management of Onboarding lifecycle journeys, enhancing & optimizing the user experience in Onboarding modules and improve Existing module. NON-FINANCIAL SIZE Procurement-> For projects or vendor as per need we have to procure the license infra etc Portfolio Managed Operations,SQ,Phone banking, Rural and micro banking along with all stakeholder All servicing goes via CRM only. Volume of services- 2000 Quantity projects etc.-->40 including mega and critical projects Volume of new hires onboarded As per need Volume of recruitment etc.--> As per bank need KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business/ Financials 7 out of 10 Projects/SRs to be delivered on Time Project Plan to be prepared for the projects Need to maintain 100% visibility on the request, with updates on time Raise Change requests as applicable to the changes Relevant documentation like BRD Enrichment, FSD Release notes to be prepared for the SR's as applicable Financial Target: Implement automation wherever applicable Customization budget reduction 10% Customer Adherence to client(internal) deliverables timelines Manage user experience to ensure clients satisfaction Handle escalation related to application and provide prompt resolution Guarantee confidential treatment of all the information gathered in various business applications and demonstrate the highest order of integrity as per the code of conduct of the organization Improve quality of service - L3 problem ticket management Introduce new products in system with proper analysis predictable time lines Escalation management - Handle escalation related to application and provide prompt resolution Manage Production support Handling Internal and external audit and closer managing with stake holders People management Internal Process Manage day to day uptime of IT operations, implementation of change as per client/user requirements Ensure system uptime; provide day to day support to the business by maintaining availability of systems and resources Lead the entire process of customization of external software to meet business requirements where development of in house software is not feasible Manage the preparation of Business Requirement Document (BRD) Feature Specification Document (FSD) Oversee the development/customization of software by the vendor to ensure adherence to Ujjivans requirements and project timelines Execute the test cases and oversee documentation of necessary user manuals Manage necessary enhancement/corrections, provide support and guidance Learning & Innovation Ensure adherence to training man-days/ mandatory training programs for self. Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self. Building a cross functional team and provide KT for the people identified for Finacle customization Participation in all internal/external training programs arranged by bank Performance Tracking in line with new initiatives Training to internal Team for new product and create backup Qualifications Professional Graduate Degree Experience 7-14 years Hands on knowledge on Customer Servicing journeys , SDLC, SQL/, Excel, Experience in Customer servicing Functionality Certifications NA Functional Skills Hands on knowledge on Customer servicing journeys Understanding of Business requirements/needs How customer Onboarding can be improved. SDLC, SQL/Oracle, Excel Experience in Customer onboarding Functionality Implementing new modules, testing and post-implementation supporting. Vendor team(s) management Training and managing staff to handle customer service issues. Provides mentoring, leadership, and organization to managers and supervisors Set organizational objectives. Make tough decisions. Manage departmental budgets. Maximize employee performance. Have a passion for technology. Must be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and accuracy. Strong problem-solving, analytical, research and decision-making abilities are required. Take ownership of errors and finds ways to correct them appropriately. Must be able to multitask and the ability to be flexible in adapting to change. Ability to organize and prioritize work and manage projects. Understanding of the Application Architecture Behavioral Skills Good team player Ability to work with cross functional teams to deliver desired outcome Good analytical skills Good written communication and presentation skills High standards of integrity and ethics Competencies Required Planning & Organizing Driving Execution Collaboration KEY INTERACTIONS INTERNAL Service Quality/Phone Banking Alliance Operations IT EXTERNAL ETAtrak CRM next vendor Posidex