754 Freshdesk Jobs - Page 19

Are you a results-driven and detail-oriented professional with a strong understanding of telecom regulations and backend operations? We are seeking a dynamic Compliance Analyst - Operations to take ownership of backend operations, vendor management, and ensure full adherence to telecom-related compliances. This role requires a deep understanding of telecom infrastructure, data center operations, and regulatory frameworks. You will be instrumental in driving compliance, optimizing operational processes, supporting strategic business growth, and mitigating potential operational and compliance risks. Key Responsibilities: Regulatory Compliance: Ensure adherence to all telecom-related laws, licenses, and regulatory guidelines (TRAI, DoT, etc.). Stay updated on compliance mandates, coordinate audits and filings, and manage relationships with regulatory bodies. Telecom Procurement & Vendor Management: Conduct end-to-end procurement of telecom resources and services, ensuring cost efficiency, SLA adherence, and compliance in vendor contracts. Develop and execute vendor management strategies including evaluation, onboarding, contract compliance checks, and performance reviews. Data Center Operations: Oversee procurement and resource planning for data center infrastructure, monitor performance, identify areas for optimization and regulatory alignment, and ensure adherence to relevant security standards. Vendor Governance: Develop and execute vendor management strategies including evaluation, onboarding, contract compliance checks, and performance reviews. Manage relationships with key vendors. Asset & Infrastructure Troubleshooting: Manage technical troubleshooting, minimize downtime, and ensure preventive maintenance protocols for telecom infrastructure and data centers. Ticketing & Issue Resolution: Handle operational queries via ticketing system, conduct root cause analysis, and suggest process improvements. SOPs & Process Development: Define, document, and suggest Standard Operating Procedures (SOPs) across telecom, compliance, and operations functions. Identify opportunities for automation in operational processes. Data Management & Reporting: Collect and analyze data from internal and external sources to support management decision-making. Develop dashboards and reports for operational visibility and monitor Key Performance Indicators (KPIs) for backend operations and compliance. Cross-functional Collaboration: Work with internal teams to align operational strategies with business objectives and compliance standards. Audit & Cost Optimization Support: Assist in telecom/vendor audits (internal and external) and contribute to cost-efficiency initiatives across operations. Familiarity with audit frameworks is desirable. Risk Management & Mitigation: Identify potential operational and compliance risks and develop and implement mitigation strategies. Stakeholder Management: Interact and manage relationships with external stakeholders like regulatory bodies and auditors. Admin Oversight: Manage end-to-end admin tasks including facility coordination, vendor contracts, and support services to ensure smooth daily operations. Requirements Education: Post Graduate (MBA preferred). Experience: Minimum 3-5 years of experience in backend operations, with mandatory exposure to telecom infrastructure and telecom regulatory compliance. Skills: Deep understanding of the telecom regulatory landscape (TRAI, DoT, etc.). Strong vendor management and negotiation skills, including SLA adherence. Knowledge of telecom and data center infrastructure operations and relevant security standards. Ability to design and optimize operational workflows and SOPs. Proficiency in MS Office (Excel, Word, PowerPoint). Working knowledge of data reporting tools like Google Data Studio, AWS QuickSight, etc. Strong communication and analytical skills. Experience of working with ticketing systems. Basic project management skills. Certifications: Relevant certifications (e.g., ITIL, specific telecom certifications, compliance-related certifications) are a plus. Understanding of SLAs and KPIs: Proven ability to understand, define, and monitor Key Performance Indicators (KPIs) for backend operations and compliance. Location: Candidates must be based in Delhi/NCR. Other Requirements: Willingness to work flexible hours and roster-based shifts (including Sundays). Comfortable with a 6-day workweek. Location: Work-from-office (Noida, Sector 2). Willing to travel to data centers across India when needed. Flexibility in communication with both technical and non-technical stakeholders. Proactive and solution-oriented approach to challenges. Benefits Competitive salary aligned with industry standards and experience. Opportunity to work at the intersection of compliance, operations, and telecom infrastructure. Exposure to strategic and high-impact operational roles across telecom and data center verticals. A dynamic and collaborative work environment with growth potential. On-the-job learning in telecom regulations, infra compliance, and vendor governance. Potential for growth within the organization. Exposure to new and innovative technologies in the telecom and data center space . Specific training opportunities in telecom regulations or technologies . Job Types: Full-time, Permanent Pay: ₹550,000.00 - ₹650,000.00 per year Benefits: Cell phone reimbursement Health insurance Internet reimbursement Leave encashment Paid sick time Provident Fund Schedule: Day shift Application Question(s): How many years of experience you have as Compliance analyst? Do you have exposure to telecom infrastructure and regulatory compliance such as TRAI or DoT?? Do you have experience in AWS QuickSight, Ticketing systems (e.g., Jira, Freshdesk, Zendesk) Your Current CTC? Work Location: In person

About AiSensy AiSensy is a WhatsApp-based Marketing & Engagement platform built on Official WhatsApp Business APIs . We empower 100,000+ businesses and 7,000+ partners —including ISVs, resellers, and affiliates—to scale their engagement and revenue through advanced automation and communication solutions. Recognized as Meta's Emerging Partner of the Year 2023 and CTWA Partner of the Year 2024 , AiSensy is one of India's fastest-growing B2B SaaS startups . 100,000+ Businesses Onboarded : Trusted by businesses across India and beyond. ₹4000+ Crores Revenue Driven : Enabling real results through WhatsApp-led engagement over the last 3.5+ years. About the Role – Partner Support Executive We are looking for a Partner Support Executive who will serve as the first line of support for AiSensy’s partners, ensuring high-quality service, quick resolution of technical and operational issues, and a seamless onboarding experience. You’ll work closely with internal teams to resolve issues, maintain SLAs, and deliver a consistently strong partner experience. Key Responsibilities Partner Query Support Respond to partner queries via email, live chat, or ticketing systems like Freshdesk or Intercom. Maintain strong First Response Time (FRT) and meet chat acceptance SLAs . Service Excellence Ensure CSAT scores of 95%+ by delivering timely, accurate, and empathetic support. Maintain high-quality written communication with typing speeds of 70+ words per minute . Partner Onboarding & Integration Guide partners through the onboarding process and assist with dashboard integrations. Understand the unique business use cases of partners and deliver tailored support solutions. Cross-Team Collaboration Work with Product, Tech, and Sales teams to resolve escalations and improve the partner experience. Ensure clear documentation, consistent follow-ups, and structured handovers for ongoing cases. Must-Have 2–4 years of experience in partner or customer support roles (preferably in SaaS/B2B setups). Strong understanding of APIs, Webhooks , and third-party integration workflows. Proficiency with tools like Freshdesk, Zendesk, Intercom , or similar platforms. Excellent verbal and written communication skills. Good to Have Prior experience in SaaS customer success or technical support. Familiarity with CRMs and automation tools. Experience collaborating with internal tech and onboarding teams. Perks & Benefits Be the voice of India’s fastest-growing WhatsApp API platform to its partner ecosystem. Collaborate closely with cross-functional teams and leadership. Exposure to international partner operations and real-time WhatsApp integrations. Why Join AiSensy? Fast-Growing Environment : Work in a high-paced, dynamic setup that prioritizes ownership, learning, and impact. Global Exposure : Collaborate with WhatsApp’s global teams and join exclusive partner events. Create Real Impact : Help 100,000+ businesses achieve tangible outcomes through automation and smart engagement. Learn, Solve, Grow : Gain hands-on experience in technical integrations, client support, and strategic onboarding. Learn More About Us YouTube Demo – Watch Now Partnership Model Explore here Website: https://m.aisensy.com YouTube: AiSensy YouTube Channel LinkedIn: AiSensy LinkedIn Instagram: @aisensy_official Show more Show less

Job Title: IT Support Specialist Experience: 3 Years Position Type: Full Time (Work From Office) Location: Okhla, NSIC (Delhi, India) Work Days: 5 Days a Week Job Summary: As an IT Support Specialist, you will provide exceptional technical support to both internal teams and external clients. Your role will involve troubleshooting IT issues, ensuring the smooth operation of hardware and software systems, and providing proactive assistance to prevent and resolve problems. You will serve as the first point of contact for IT support requests, ensuring efficient solutions are delivered on time, both physically and remotely. Your efforts will directly contribute to improving internal processes and enhancing the client experience. Key Responsibilities: Internal Team Support: Serve as the first point of contact for IT support requests from internal teams, ensuring issues are addressed promptly and efficiently, either in-person or remotely. Troubleshoot and resolve hardware, software, and network issues, providing solutions that minimize downtime and disruption to workflow. Install, configure, and maintain IT hardware and software systems, ensuring they meet company standards. Monitor and manage system performance, ensuring that any issues are proactively identified and resolved. Maintain accurate and up-to-date documentation of internal IT systems, processes, and troubleshooting steps. Ensure compliance with internal IT policies and security protocols, protecting organizational data and systems. Provide basic Windows administration, such as managing user accounts, password resets, and file/folder permissions. Coordinate and oversee IT-related training programs for enhanced cybersecurity awareness for employees. Client Support: Provide timely and accurate support to clients and partners according to defined Standard Operating Procedures (SOPs). Troubleshoot and resolve client-facing technical issues related to products or services, offering clear and concise solutions. Provide support for client account setup, ensuring seamless onboarding and technical assistance. Communicate effectively with clients to understand their issues and provide updates on resolution status. Escalate complex issues to the appropriate internal teams and follow up to ensure timely resolution. Maintain strong knowledge of company products and services to offer relevant support and guidance to clients. Contribute to improving the client experience by identifying common issues and suggesting process or product improvements. Ticket Management and Documentation: Utilize IT Service Management (ITSM) tools (e.g., Jira Service Management) to log, document, and track all IT support requests and issues. Follow up on outstanding support tickets, ensuring resolution within defined Service Level Agreements (SLAs). Create knowledge-base articles and troubleshooting documentation to streamline future issue resolution and promote self-service among users. Maintain internal support documentation, ensuring it is accurate and up-to-date with the latest procedures and workflows. Collaboration and Process Improvement: Work closely with cross-functional teams, including Product, Engineering, Sales, and Marketing, to resolve client issues and improve product offerings. Identify and document common client issues and provide feedback to improve support processes and product features. Assist in the development of new IT policies and processes aimed at improving internal efficiency and enhancing user satisfaction. Contribute to the creation and optimization of internal IT processes by identifying areas for improvement. Data Analysis and Reporting: Analyze client and internal support data to identify trends and patterns, and recommend improvements in support services. Track and report on support metrics, including response times, resolution times, and client satisfaction. Provide regular reports to IT management and other relevant stakeholders. Compliance and Security: Ensure compliance with internal IT policies, regulatory requirements, and best practices in areas like password management, data protection, and access provisioning. Help minimize downtime by ensuring that all issues are addressed quickly and efficiently, providing clear communication to minimize user impact. Requirements: Education: Bachelor’s degree in Information Technology or a related field (preferred). Experience: 3+ years of experience in an IT support role, preferably within the SaaS industry. Prior experience in managing AWS and Google Admin Console . Skills: Strong problem-solving abilities and technical troubleshooting skills. Proficiency in IT support tools like Freshdesk, Zendesk, Jira, or similar platforms. Familiarity with basic Windows administration and network troubleshooting. Strong verbal and written communication skills for internal team collaboration and client interactions. Ability to work independently and manage multiple tasks in a fast-paced environment. Knowledge of client support processes and experience with providing customer-facing support. Show more Show less

Job Title: Senior Manager – Customer Care Location: Kochi Joining: Immediate Job Summary: We are seeking an experienced and dynamic Senior Manager – Customer Care to lead our customer service operations. The ideal candidate must have hands-on experience in managing teams and handling cloud-based customer support software. This role demands excellent communication skills, a strategic mindset, and the ability to drive customer satisfaction across all touchpoints. Key Responsibilities: Lead and manage the day-to-day operations of the customer care team. Ensure the efficient use of cloud-based CRM tools (such as Salesforce, Freshdesk, Zendesk, etc.) to manage customer interactions. Monitor team performance and implement improvements to enhance productivity and service quality. Develop and maintain SOPs for customer handling processes. Handle escalations and ensure timely resolution of complex customer issues. Train, coach, and mentor team leads and customer service executives. Analyze customer feedback, prepare reports, and present performance metrics to leadership. Collaborate with cross-functional teams (Sales, Tech, Product) to improve customer experience. Ensure adherence to service level agreements (SLAs) and quality standards. Qualifications and Requirements: Graduate in any discipline. Minimum 5 years of experience as a Team Lead or equivalent in customer service. Strong experience in managing cloud-based customer support platforms. Excellent verbal and written communication skills in English. Proven ability to lead and motivate teams. Strong problem-solving skills and ability to work under pressure. Immediate availability is preferred. Job Types: Full-time, Permanent Pay: ₹30,000.00 - ₹35,000.00 per month Schedule: Day shift Ability to commute/relocate: Ernakulam, Kerala: Reliably commute or planning to relocate before starting work (Preferred) Language: English (Preferred) Work Location: In person

What You’ll Do: We are looking for a strategic Senior Manager – Quality Operations to lead our quality assurance programs across customer-facing operations. You will be pivotal in driving Continuous Improvement (CI) , optimizing audit programs, and enhancing through data, insights and collaboration. You lead with insight, think in systems, and act on data—transforming complexity into clarity and action who excels at optimizing complex processes, building teams, and driving continuous improvement through evidence-based decision-making. You will report to the Director of Quality and Data. What Your Responsibilities Will B e: Quality Strategy Design, manage quality frameworks across multiple departments (e.g., Notice Management, Case Management, Transactions). Lead the development of scorecards, sampling methodologies, and audit processes to improve process consistency and customer satisfaction. Continuous Improvement (CI): Champion CI culture by identifying causes, process inefficiencies, and improvement opportunities. Facilitate Lean/Six Sigma-inspired projects to lead measurable gains in quality and operational efficiency. Build capability across teams by promoting CI methodologies into daily operations. People Leadership: Mentor a team of data-centric quality professionals, encouraging a culture of analytical rigor, learning, and new ideas through coaching, and strategic recognition. Build team accountability and engagement through clear goals, performance metrics, and regular feedback loops. Stakeholder Management & Collaboration: Collaborate with Ops, Compliance, Automation, Data, and Support teams to align QA goals and guide shared outcome Provide guidance to leadership on process improvements, audit insights, and customer pain point resolution. Insights & Governance Deliver relevant insights from quality audits and customer feedback to inform process, product, and training strategies. Ensure adherence to compliance standards and risk mitigation through proactive QA practices. What You'll Need to be Successful: 10+ years of experience in Quality, Operations, or Process Excellence roles. Proven track record in driving data-informed quality improvements, with practical application of methodologies like Lean and Six Sigma to enhance operational processes. People management experience, including team building and cross-functional leadership. Proficiency with QA tools and platforms (Salesforce, Freshdesk) and data tools (Excel, Tableau, Power BI. Required skills: Continuous Improvement & Problem Solving. Leadership & Team Development. Develop data-driven strategies that align quality projects with broader goals. Operational & Risk Awareness. Partner Influence & Collaboration. Data-Driven Decision-making Show more Show less

We're looking for a Technical Support Engineer who can troubleshoot, solve, and simplify. This is a client-facing role where clarity, speed, and technical depth matter. You’ll be the first line of support-helping users resolve issues, navigate product functionality, and ensure smooth day-to-day operations. If you enjoy solving real problems, working closely with users, and thrive under pressure, this role is for you. Key Responsibilities Provide timely, accurate, and friendly technical support via email, chat, or phone Diagnose, replicate, and troubleshoot technical issues across systems, software, or applications Collaborate with engineering/product teams to escalate complex bugs and follow through to resolution Document solutions, known issues, and standard procedures in internal knowledge bases Educate users by walking them through steps, providing resources, or training where needed Monitor system alerts, logs, and tickets to proactively identify recurring problems Contribute to continuous improvement by suggesting product or process enhancements What We’re Looking For 1–4 years of experience in technical/customer support roles (B2B or B2C) Strong problem-solving skills and the ability to think under pressure Familiarity with support tools like Zendesk, Freshdesk, Jira, or equivalent Solid understanding of basic networking, OS, browser, and software environments Clear written and verbal communication-you simplify the technical without dumbing it down Show more Show less

The Senior CRM Executive at Style feathers will play a key role in managing and guiding the CRM team, ensuring that all customer interactions are handled with professionalism, empathy, and efficiency. The position involves resolving escalations, mentoring team members, and enhancing the customer support process through technical insights and leadership. Key Responsibilities: Supervise CRM Executives and ensure high service quality and TAT adherence Handle escalated queries and resolve customer concerns effectively. Monitor ticket flow, assign priorities, and ensure timely closures. Train and support team members on SOPs and customer handling techniques. Collaborate with departments (Operations, Technical, QA) to resolve complex issues. Generate reports using CRM dashboards for performance reviews. Uphold a customer-first approach in all team functions. Required Skills & Competencies: Soft Skills Conflict Resolution Patience & Empathy Multitasking & Prioritization Team Mentoring Escalation Handling Communication Skills: Verbal, Written, Convincing Ability, Fluency – Most Preferable Technical Skills Advanced Excel CRM Software Knowledge (e.g., Zoho, Freshdesk) Dashboard Management Ticket Handling & Process Optimization Qualifications: Bachelor’s degree in any relevant discipline. 2–3 years of experience in customer service or CRM roles, with at least 1 year of team lead experience. Key Performance Indicators (KPIs): Customer Satisfaction (CSAT) First Response & Resolution Times Escalation Rate SLA Compliance Coaching & Feedback Implementation Company Perks Join a company that values growth, collaboration, and excellence. We offer opportunities for continuous learning and career growth in the dynamic field. Flexible schedule. Health insurance. Internet reimbursement. Leave encashment. Paid sick time and paid time off. Provident Fund. Job Types: Full-time, Permanent Pay: ₹15,000.00 - ₹25,000.00 per month Benefits: Flexible schedule Health insurance Internet reimbursement Leave encashment Paid sick time Paid time off Provident Fund Schedule: Day shift Fixed shift Ability to commute/relocate: Mota Varachha, Surat, Gujarat: Reliably commute or planning to relocate before starting work (Preferred) Education: Secondary(10th Pass) (Preferred) Experience: CRM software: 2 years (Preferred) Language: English (Preferred) Location: Mota Varachha, Surat, Gujarat (Preferred) Work Location: In person Application Deadline: 19/06/2025 Expected Start Date: 18/06/2025

About The Role We are looking for a Customer Support Executive adept at delivering exceptional customer service and facilitating seamless access to Eclat products (RemoteXs and MyLOFT) through various channels such as chat, email, and calls. The idealcandidate should possess robust communication skills, collaborate effectively within a team, and exude a positive attitude. We are seeking an individual with a passion for assisting others, coupled with creativity, energy, and a high level of motivation. The successful candidate will be dedicated to resolving customer issues and actively contributing to programs to enhance the overall customer experience. The primary objective of this role is to address and resolve issues that impact our customers. What Describes You Best ● Bachelor of Engineering (preferred IT - CE background) ● 0-2 Years of prior experience in Customer Support Service Skills ● Good written and oral communication skills ● Excellent customer handling skills ● Experience with ticketing tools like Freshdesk,Zendesk ● Corporate emailing and documentationknowledge ● Knowledge of Excel, Word, and PowerPoint ● Experience in creating FAQs and building a knowledge base What will you Own? As a Customer Support Executive, your key responsibilities will be to promptly respond to customer queries via tickets and chat, closing tickets with proper and timely follow-ups. Responsible for proactively contributing to the enhancement of customer satisfaction by implementing strategies and initiatives aimed at improving CSAT (Customer Satisfaction) score. Meet SLAs for all raised tickets, create a knowledge base for recurring issues, promptly report technical issues to relevant teams, and maintain high-quality responses for each handled ticket. Why Join Us ● Be a part of our growth story as we aim to take a leadership position in international markets. ● Opportunity to manage and lead global teams and channel partner networks. ● Join technology innovators who believe in solving world-scale challenges to drive global knowledge-sharing. ● Healthy work/life balance offering well-being initiatives, parental leave, career development assistance, required work infrastructure support. Show more Show less

Software Support Engineer Location : Gurgaon/Gurugram Employment Type : Full-Time Experience : 3-7 We360.ai : We360.ai Is a Powerful Workforce Analytics And Productivity Monitoring Platform That Helps Organizations Optimize Team Performance Through Insightful Dashboards, Real-time Data, And Intuitive Tools. Our Mission Is To Create a Transparent, Productive, And People-first Digital Overview We are seeking a dedicated and customer-focused Software Support Engineer to be the frontline of technical support for our customers. Youll work closely with users to resolve technical issues, troubleshoot bugs, and ensure seamless product usage. Your contributions will directly impact customer satisfaction and product Responsibilities : Provide technical assistance and support to customers via chat, email, and call Troubleshoot software issues related to installation, performance, functionality, and integration Investigate and escalate complex issues to development or QA teams when needed Document technical issues and resolutions clearly for internal teams and knowledge base Collaborate with Product and QA teams to communicate user feedback and identify areas for improvement Assist in onboarding and training of new customers, helping them configure and use the platform effectively Maintain strong product knowledge and stay updated on new features and : Bachelors degree in Bachelors degree in BTech ( Bachelor of Technology) 3-7 years of experience in software support, technical support, or customer success Strong understanding of Windows OS and desktop software environments Excellent troubleshooting, communication, and documentation skills Ability to manage and prioritize multiple issues in a fast-paced environment Familiarity with support tools like Freshdesk, Zendesk, Jira, etc. Nice To Have Basic knowledge of APIs, networking, or log analysis Experience supporting SaaS products or productivity tools Exposure to remote desktop software (e.g., AnyDesk, TeamViewer) Understanding of SQL or basic scripting for issue Join We360.ai? Be part of a mission-driven, innovative company making remote work smarter Work with a passionate and collaborative team Flexible work hours and supportive environment Real career growth opportunities and exposure to product development Competitive compensation and benefits (ref:hirist.tech) Show more Show less

Job Summary We are seeking a passionate and results-oriented Quality Manager to lead our quality assurance team in delivering exceptional customer experiences in the fast-paced online gaming industry. The ideal candidate will oversee a team of quality analysts, champion the voice of the customer (VOC), and drive process improvements through modern quality management tools and AI-powered solutions. This role requires exceptional leadership skills, a deep understanding of customer sentiment, and the ability to collaborate with cross-functional teams to ensure excellence across all customer touchpoints. Key Responsibilities 1. Team Leadership & Management: Lead, mentor, and inspire a team of 9–10 quality analysts to achieve organizational objectives and consistently deliver exceptional results. Conduct regular performance reviews, provide constructive feedback, and implement coaching strategies to support professional growth and skill enhancement. Demonstrated ability to unlock the full potential of team members, fostering a culture of excellence and continuous improvement. 2. Quality Assurance Processes: Manage the sampling of voice and non-voice customer interactions for a multi-brand business operation, ensuring precise allocation to quality auditors by defining what to audit, who will audit, and at what frequency. Monitor and evaluate customer interactions to uncover opportunities for enhancing quality standards, refining products, or improving processes. Develop and execute a comprehensive quality roadmap tailored to both existing and new brands, ensuring optimal performance and alignment with business objectives. 3. Customer Sentiment & Insight Generation: Develop and implement a robust insight generation framework tailored to products at various stages of their lifecycle—differentiating between new and existing brands Leverage AI-driven quality management tools to analyze customer sentiment and generate actionable insights. Spearheaded initiatives to enhance customer experience based on sentiment analysis and VOC data. 4. Collaboration with Stakeholders: Engage directly with customer support agents—the frontline representatives who interact with customers daily—to gain valuable insights and ensure a customer-centric approach to problem-solving. Partner closely with customer support, training, business, and product teams to identify and resolve customer pain points, ensuring the delivery of effective solutions rather than merely escalating issues. Collaborate with senior leadership to design and propose strategies that tackle recurring challenges, driving enhancements in product offerings and process efficiency. 5. Quality Management Tools: Implement and manage quality management systems to streamline workflows, reporting, and analysis. Stay updated on the latest advancements in quality management and ensure tools & resources are used effectively. 6 . Process Improvements: Translate VOC feedback into actionable strategies to optimize processes and improve product offerings. Design and implement metrics to measure the effectiveness of quality assurance programs. 7. Analytical Mindset: Strong analytical mindset with the ability to interpret complex data and derive actionable insights. Proficiency in Microsoft Excel, including advanced functions (e.g., pivot tables, VLOOKUP, data visualization tools) for data analysis and reporting. Qualifications & Skills Education: Bachelor’s degree Technology Skills: Hands-on experience working with Ticketing/CRM Solutions - FreshDesk/Zendesk/Salesforce, MS Office - Excel/Word/Powerpoint, Dialer Solutions - Exotel/Genesys etc. Experience: Minimum of 5 years in quality assurance, with at least 2 years in a managerial role. AI Prowess: Strong understanding of quality management tools and AI-powered platforms for customer sentiment analysis. Team Player: Proven ability to lead and manage a team, fostering collaboration and driving results. Self-starter : Exceptional analytical skills, problem-solving acumen, and communication skills. Preferred Certifications: Certified Quality Auditor (CQA) Six Sigma Green/Black Belt Certifications in AI-powered quality management tools (if applicable) Show more Show less

Key Responsibilities: Respond promptly to customer inquiries. Troubleshoot and resolve issues efficiently. Maintain records of interactions using CRM tools. Provide feedback to improve products/services. Requirements: Strong verbal and written communication. Familiarity with helpdesk tools like Freshdesk, Zendesk. Patience and empathy in handling customer concerns.

Position Title: Tech-Support Location: Gurgaon Experience: 1-2 Years Requirement: Provide technical support for backend systems and applications, resolving issues efficiently and effectively. Familiarity with ticketing systems (e.g., Freshdesk, JIRA) and remote support tools. Develop and maintain technical documentation, including troubleshooting guides. Document and track support requests, ensuring all issues are resolved in a timely manner. Troubleshoot and diagnose technical problems reported by customers and internal teams. Qualifications: Bachelor’s degree in B-com, BCA, BBA Experience in SAP Master Data domain. Ability to work independently and as part of a team. Excellent problem-solving skills and communication skills. Customer-focused attitude with a passion for delivering exceptional service. Benefits Opportunities for professional growth and career advancement. Dynamic and collaborative work environment with a focus on innovation and creativity. Opportunity to work on multiple SAP modules and other platforms as well. Show more Show less

Key Responsibilities: Project Management & Strategy Own and drive key central student experience projects to enhance student satisfaction. Initiate and manage projects based on trends in ticket categories (L1 classification) and NPS insights. Collaborate with centre leadership to roll out interventions based on feedback data. Student Communication Oversee and continuously improve central student communication (emails, SMS, notifications) for clarity, tone, and impact. Design and execute audio-visual communication strategies at the centres that align with the student experience brand tone. Feedback and NPS Management Track, analyze and report Net Promoter Scores (NPS) for all centres. Lead initiatives for detractor management —identifying causes and executing root-cause-based action plans. Partner with centres to achieve and sustain an NPS of 70+ through proactive improvements. Ticket Analytics and Response Strategy Review central student tickets on a regular basis to identify recurring issues and improvement areas. Work with product, academic, and ops teams to resolve systemic issues impacting student experience. Drive projects derived from high-volume or high-priority ticket categories , with measurable impact. Collaboration & Reporting Partner with regional and centre teams to ensure consistent rollout and compliance of experience initiatives. Work with tech/product for automation of feedback collection and ticket resolution where possible. Prepare monthly dashboards and reports for leadership highlighting wins, gaps, and next steps. Desired Skills & Qualifications: 2+ years of experience in customer experience, project management, or operations (education sector preferred). BE/Btech Degree & MBA preferred Strong understanding of NPS, feedback mechanisms, and communication strategies. Proficient in using tools like Zendesk, Freshdesk, or similar ticketing systems. Excel/Google sheets proficiency (high level) - This is a must Excellent communication skills—verbal and written. Ability to use data to drive decision-making and continuous improvement. Experience in stakeholder management and cross-functional collaboration. Show more Show less

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies–– that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press, including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description We are seeking a visionary and innovative Principal Engineer to join our dynamic team in Bengaluru, India. As a Principal Engineer, you will play a crucial role in shaping our technical direction, leading complex projects, and mentoring junior engineers. This position offers an exciting opportunity to work on cutting-edge technologies and drive architectural decisions that will have a lasting impact on our organization. Lead the design and implementation of large-scale, complex software systems Collaborate with cross-functional teams to define and execute technical strategies Provide technical leadership and mentorship to engineering teams Develop and maintain software architecture standards and best practices Conduct code reviews and ensure high-quality software delivery Identify and evaluate new technologies to improve our technical capabilities Participate in high-level technical discussions and decision-making processes Drive innovation and continuous improvement in our engineering practices Contribute to the company's technical vision and long-term roadmap Represent the engineering team in meetings with stakeholders and clients Qualifications Bachelor's or Master's degree in Computer Science, Software Engineering, or related field 15+ years of software engineering experience, with a proven track record of leading complex technical projects Strong programming skills in multiple languages and expertise in software architecture and design patterns Proficiency in cloud computing platforms (e.g., AWS, Azure, GCP) and experience with distributed systems and microservices architecture Knowledge of DevOps practices and tools, and familiarity with Agile methodologies Deep understanding of software development lifecycle and expertise in scalable and high-performance systems Strong problem-solving and critical thinking skills, with the ability to analyze complex technical challenges Excellent communication and leadership abilities, capable of influencing and driving technical decisions across teams Experience mentoring and guiding junior engineers Knowledge of industry best practices and emerging technologies Relevant technical certifications (e.g., AWS Certified Solutions Architect, Google Cloud Professional Cloud Architect) are a plus Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

Company: Ze Learning Labb Location: Jay Nagar, Bangalore Ze Learning Labb is a fast-growing EdTech company on a mission to make high-quality education accessible and personalized for every learner. We offer a wide range of online courses, bootcamps, and certifications that empower individuals to upskill and succeed in their careers. Role Overview: We are seeking a proactive, empathetic, and detail-oriented Senior Student Support Executive to join our team. You will play a crucial role in ensuring student satisfaction by resolving queries, improving support processes, and providing exceptional assistance throughout the learner journey. Key Responsibilities: Handle escalated queries from students via phone, email, chat, and CRM platforms with professionalism and empathy. Ensure timely resolution of concerns related to course access, payments, schedules, technical issues, and certifications. Monitor student satisfaction metrics (e.g., CSAT, NPS) and implement initiatives to improve service quality. Collaborate with internal teams (Academic, Tech, Product, Sales) to ensure smooth student experience. Mentor and support junior support executives; assist in onboarding and training. Contribute to knowledge base documentation and FAQs to reduce repeat queries. Analyze trends in support tickets and propose process improvements. Assist with live session support, student onboarding calls, and orientation webinars, if needed. Requirements: Bachelor's degree in any discipline; additional certifications in communication/customer success are a plus. 3–5 years of experience in a customer support/student-facing role, preferably in EdTech or SaaS. Excellent verbal and written communication skills. Strong problem-solving abilities and a customer-first mindset. Comfortable working in fast-paced, dynamic environments. Familiarity with CRM tools like Freshdesk, Zendesk, or Salesforce. Flexible to work in rotational shifts, including weekends if required. Preferred: Experience working with online learning platforms or LMS tools. Knowledge of basic tech troubleshooting (e.g., browsers, video conferencing). Multilingual communication skills (depending on the market). Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹35,000.00 per month Benefits: Provident Fund Experience: working with students: 2 years (Required) LMS: 2 years (Required) Location: Jayanagar, Bengaluru, Karnataka (Required) Work Location: In person Application Deadline: 21/06/2025 Expected Start Date: 23/06/2025

Location: Mumbai About Us: Wellbeing Nutrition is revolutionising the nutraceutical industry by providing high-quality, science-backed supplements and wellness products directly to consumers. Our mission is to empower individuals to take control of their health and well-being through education, transparency, and access to premium nutritional products. Position Overview: As a Customer Support Representative in WBN, you'll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience via various channels, while documenting interactions and escalating complex cases, along with upselling WBN’s products. Key Responsibilities: Customer Interaction: Answer customer inquiries via phone, email or chat. Provide accurate and timely information about products, services, and company policies. Listen actively to customer concerns and understand their needs. Escalate complex or sensitive issues to appropriate teams. Issue Resolution: Identify and resolve customer issues promptly and effectively. Provide troubleshooting and guidance to customers. Document customer interactions and resolutions in the CRM system. Follow up with customers to ensure satisfaction. Product/Service Knowledge: Maintain a strong understanding of products, services, and company policies. Stay updated on new products, features, and processes. Record Keeping: Accurately record customer interactions and issue resolutions in the CRM system. Maintain detailed and organized records of customer interactions. Upselling: Apart from resolving customer queries/ complaints effectively, upsell WBN’s products, in other words, promote relevant products/services to increase overall revenue. Collaboration: Collaborate with other teams to ensure seamless customer experiences. Share insights and feedback to improve customer service processes. Requirements: Excellent communication skills (written and verbal). Strong problem-solving and analytical skills. Ability to work independently and as part of a team. Customer-centric mindset and a passion for providing excellent service with upselling skills. Experience with CRM systems (e.g. Kapture/Shopify/Freshdesk) is a plus. Show more Show less

1. Technical Expertise & Market Foresight: Maintain deep technical knowledge of E-Mobility technologies, including EV charging, battery management, power electronics, insulation monitoring, and vehicle electrification trends. Continuously analyse emerging technologies (solid-state batteries, bidirectional charging, wireless charging, megawatt charging, etc.) and assess their impact on Bender’s product portfolio. Identify gaps in Bender’s existing solutions and propose technical modifications or new product development to align with future market demands. Collaborate with the Technical Account Management Team in Germany, the R&D and product management to define product evolution strategies for APAC. 2. Sales & Business Growth Enablement: Support the sales team by acting as a key technical expert during customer meetings, product demonstrations, and business negotiations. Work with OEMs, Tier 1 suppliers, and charging infrastructure providers to understand their technical requirements and integrate Bender’s solutions effectively. Conduct technical training sessions for sales teams, partners, and customers to enhance product adoption. Assist in defining pricing models and go-to-market strategies for E-Mobility solutions. 3. Customer Engagement & Solution Development: Act as the primary technical interface for customers, addressing their queries via Freshdesk (the cross-location tool for customer support) and other channels. Conduct regular technical discussions with top customers to understand their future roadmap and position Bender as their preferred safety solutions provider. Provide insights on how Bender can integrate with advanced vehicle architectures and smart charging infrastructure. Assist customers in regulatory compliance by aligning Bender’s products with local and international EV safety standards (IEC, UL, GB, etc.). Support to improve the product information documentation. 4. Product & Technology Roadmap Contribution: Support the “Technical Sales & Product Manager – E-Mobility” in defining requirements and product roadmaps Support the local product approval and certification process for market entry. Provide detailed feedback on product improvements, firmware/software enhancements, and new feature requests. 5. Team Leadership & Internal Alignment: Lead the Technical Account Management team in India and ensure seamless knowledge sharing. Develop technical content, including whitepapers, case studies, and best practices, to position Bender as a thought leader in E-Mobility. Synchronize with global teams to align on technology trends and product strategies. Qualifications & Skills: Education: Bachelor’s or Master’s degree in Electrical Engineering, Power Electronics, Embedded Systems, or a related field. Experience: 5+ years in technical account management, product management, or sales engineering in the E-Mobility sector. Technical Knowledge: Expertise in power electronics, battery safety, high-voltage systems, EV charging, and electrical safety. Understanding of emerging E-Mobility technologies such as V2G (Vehicleto-Grid), energy storage integration, and AI-based predictive maintenance. Experience in working with OEMs, Tier 1 suppliers, and charging infrastructure providers. Soft Skills: Strong analytical mindset to assess market trends and translate them into business opportunities. Excellent communication and negotiation skills to bridge technical and commercial discussions. Understand cultural differences between Asia and Europe. Ability to collaborate with cross-functional teams and work in a global matrix organization. How to apply: Interested candidates are invited to submit their CV and a brief cover letter to abila.jose@bender-in.com Show more Show less

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description Maintain contracts in contracts repository: updated with parent -child linkage, meta data, validate executed contracts. Identify and tracks issues, coordinate and track remediation action with global SS team, vendor, risk teams and business stake holders till closure. Support and execute efficient processes: I. To support locating and understanding how to upload manage and retrieve documentation across internal tools. II. Support ad-hoc projects on contract management and administration – transition to new tool etc. III. Exposure to ERP tools, preferably Coupa: including all modules of procure to pay cycle from vendor set-up to payment process. IV. Exposure to procure to pay cycle, purchase order/contract processing, data analysis and reporting catalogue management and vendor management. V. Deep understanding of contract review process, contract templates and contract clauses especially master agreement, NDA’s, amendments etc. Review basic contractual documents (PO, work orders, service orders) from a contractual and commercial perceptive to ensure compliance with company policies and practices. Experience working with globally distributed internal and external teams. Collaborates XFN teams to meet the objective, business controls and compliance requirements. Review of contracts from a commercial perspective, to ensure value for money and reduced risk for the organisation. Negotiate cost structure across multiple spend categories to drive savings and avoidance for the organisation. Contributing to the creation and maintenance of spend category strategies. Manage and support the vendor relationship, contract and high-level sourcing of top spend categories where the products, services or vendors are used across multiple sites or business units. Be process driven and project focused with ability to prioritise and get projects completed in set timeframe. Prioritize workload under direction of your line manager to meet the changing demands of the business and the market Qualifications BA/BS degree 5+ years of related experience Experience with Netsuite & Coupa (or other ERP systems) Experience working with contract documents such as Statements of Work, Master Service Agreements, Amendments etc Ability to take initiative, work flexibly, and collaborate with cross functional partners Goal oriented team player Ability to see the big picture and work with a team to prioritize requests Strong customer service focus, written and verbal communication skills, and attention to detail Ability to learn quickly in a dynamic environment Ability to provide support to global teams and collaborate across time zones Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. Show more Show less

🌟 We’re Hiring: Customer Service Representatives & Support Managers 📍 Location : Remote 🕒 Employment Type : Contract-based / Freelance / Part-time – 1 Month 📅 Start Date : [Immediate] Are you passionate about delivering exceptional customer experiences and driving support excellence? Join our fast-paced, customer-obsessed team where you’ll play a critical role in shaping how we support users across multiple channels and platforms. 🔧 Key Responsibilities Respond to and resolve multichannel support tickets (email, chat, voice, social, etc.) Monitor and report key support KPIs and metrics (e.g., CSAT, FRT, ART, etc.) Update and maintain internal knowledge bases and help center documentation Handle customer escalations with professionalism and urgency Coach, mentor, and lead junior support agents to consistently meet quality standards Identify and implement process improvements to increase efficiency and customer satisfaction Collaborate with cross-functional teams (product, sales, QA) to relay customer insights 💻 Tools & Platforms You’ll Work With Commercial Support & CX Platforms: Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow HubSpot Service Hub, Intercom, Helpscout NICE IEX, Verint, Assembled RingCentral, Nextiva Tableau, Qualtrics, SurveyMonkey Slack, Microsoft Teams Open Source / Free Tools: Ticketing: osTicket, Zammad, Request Tracker, UVDesk, FreeScout Messaging: Rocket.Chat, Mattermost, Element, Jitsi Meet Documentation: DokuWiki, BookStack, MediaWiki, Outline Reporting & Analytics: Metabase, Apache Superset, Google Data Studio (free) Survey & Feedback: Google Forms, LimeSurvey ✅ What We’re Looking For 2+ years of experience in customer support or service delivery roles Strong verbal and written communication skills Proven ability to manage and resolve complex customer issues Familiarity with support automation, AI/chatbots, or workflow optimization is a plus Experience with both enterprise and open-source tools is an advantage Leadership or team coaching experience (for Support Manager applicants) Interested Please share your Profiles to Ganapathikumar@highbrowtechnology.com Show more Show less

The Senior CRM Executive at Style feathers will play a key role in managing and guiding the CRM team, ensuring that all customer interactions are handled with professionalism, empathy, and efficiency. The position involves resolving escalations, mentoring team members, and enhancing the customer support process through technical insights and leadership. Key Responsibilities: Supervise CRM Executives and ensure high service quality and TAT adherence Handle escalated queries and resolve customer concerns effectively. Monitor ticket flow, assign priorities, and ensure timely closures. Train and support team members on SOPs and customer handling techniques. Collaborate with departments (Operations, Technical, QA) to resolve complex issues. Generate reports using CRM dashboards for performance reviews. Uphold a customer-first approach in all team functions. Required Skills & Competencies: Soft Skills Conflict Resolution Patience & Empathy Multitasking & Prioritization Team Mentoring Escalation Handling Communication Skills: Verbal, Written, Convincing Ability, Fluency – Most Preferable Technical Skills Advanced Excel CRM Software Knowledge (e.g., Zoho, Freshdesk) Dashboard Management Ticket Handling & Process Optimization Qualifications: Bachelor’s degree in any relevant discipline. 2–3 years of experience in customer service or CRM roles, with at least 1 year of team lead experience. Key Performance Indicators (KPIs): Customer Satisfaction (CSAT) First Response & Resolution Times Escalation Rate SLA Compliance Coaching & Feedback Implementation Company Perks Join a company that values growth, collaboration, and excellence. We offer opportunities for continuous learning and career growth in the dynamic field. Flexible schedule. Health insurance. Internet reimbursement. Leave encashment. Paid sick time and paid time off. Provident Fund. Job Types: Full-time, Permanent Pay: ₹15,000.00 - ₹25,000.00 per month Benefits: Flexible schedule Health insurance Internet reimbursement Leave encashment Paid sick time Paid time off Provident Fund Schedule: Day shift Fixed shift Ability to commute/relocate: Mota Varachha, Surat, Gujarat: Reliably commute or planning to relocate before starting work (Preferred) Education: Secondary(10th Pass) (Preferred) Experience: CRM software: 2 years (Preferred) Language: English (Preferred) Location: Mota Varachha, Surat, Gujarat (Preferred) Work Location: In person Speak with the employer +91 8154840234 Application Deadline: 19/06/2025 Expected Start Date: 17/06/2025

About AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco., Wipro, Asian Paints, India Today Group Skullcandy, Vivo, Physicswallah, Cosco grow their revenues via WhatsApp. Enabling 100,000+ Businesses with WhatsApp Engagement & Marketing 400Crores + WhatsApp Messages done between Businesses and Users via AiSensy per year Working with top brands like Delhi Transport Corporation, Vivo, Physicswallah & more High Impact as Businesses drive 25-80% Revenues using AiSensy Platform Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors The Opportunity: Work with a dynamic and enthusiastic team passionate about delivering exceptional customer experiences. Learn the inner workings of a startup and grow alongside the company. Get hands-on experience building and optimizing systems, processes, and workflows. Collaborate directly with founders, sharing insights and receiving valuable feedback. Be part of a growth-stage brand with a clear path to becoming a future leader. Responsibilities: Customer Interaction: Handle customer inquiries across multiple channels, including phone, email, live chat, and social media. Product Assistance: Provide accurate information about products and services, handle complaints, process orders, and manage returns. Troubleshooting: Resolve product-related issues promptly and effectively, ensuring high customer satisfaction. Customer Records: Maintain and update customer records with detailed and accurate information based on interactions. Product Knowledge: Develop an in-depth understanding of the company’s offerings to deliver accurate and helpful support. Performance Goals: Collaborate with the support team to meet and exceed customer service performance metrics. Feedback Analysis: Gather and analyze customer feedback, coordinating with product and technical teams to improve the overall user experience. Process Improvement: Assist in creating and refining customer support tools and processes to enhance efficiency and satisfaction. Qualifications: A minimum of 3 years of experience in customer support or a related field.(preferably in a B2B SaaS environment). Strong communication skills and a customer-centric mindset. Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools Customer-focused and empathetic, with a strong drive to deliver top-notch support experiences. Why Join Us? Work in a supportive and innovative environment that encourages personal and professional growth. Be part of a company that values customer satisfaction as its core priority. Enjoy the opportunity to lead and contribute to impactful projects in a growing organization. Ready to make a difference in the customer journey? Join us as a Senior Customer Support Executive and be the voice that represents our brand! Show more Show less

About PINQ Polka: At PINQ Polka, we’re redefining women’s wellness with problem-solving lifestyle and intimate care products. We’re not just a brand — we’re a movement that celebrates comfort, confidence, and conversations around topics often considered taboo. Role Overview: We are looking for a Customer Service Specialist who’s empathetic, proactive, and passionate about delivering exceptional service. You’ll be the voice of PINQ Polka for our 3L+ strong community of women, handling everything from product queries to post-purchase support with care and confidence. Key Responsibilities: Be the first point of contact for customer queries via WhatsApp, Instagram DMs, email, and calls Guide customers on product usage, fit, sizing, and care instructions Manage order-related concerns including returns, exchanges, and delivery issues Coordinate with the operations and logistics team to resolve escalations quickly Document conversations and feedback accurately in our CRM tools (Shopify, WhatsApp API, Freshdesk, etc.) Identify and share customer insights that can help improve our product and service offerings Assist in creating content for FAQs, how-to guides, and customer education campaigns What We’re Looking For: 1–3 years of experience in customer service (D2C or e-commerce background preferred) Excellent written and verbal communication in English (Hindi/other regional languages are a bonus) Empathy-led approach with a strong sense of ownership Familiarity with online tools like Shopify, WhatsApp Business, Google Sheets, and email support platforms Passion for women’s wellness and problem-solving products Show more Show less

Job description Job Description: Our Customer Experience Executive play a crucial part in the mission to deliver timely, accurate and professional customer service to all our customers. In a fun and fast-paced environment, this position requires Call, Email and Chat communication with customers. What will you be doing 1.Provide help and advice to customers using DrinkPrime's protocols or services; 2. Communicate courteously with customers; 3. Handle customer complaints/inquiries or requests; 4. Keep accurate records of discussions or correspondence with customers; 5. Work across different teams (Sales, operations, delivery, finance, etc) for effective and fast issue resolution; 6. Finding ways to measure customer satisfaction and improve services. What we need in you.. 1. Experience in working on ticketing tools like - Freshdesk, Zendesk, etc. 2. Experienced in Calls & Emails 3. Good to have chat experience (Optional) 4. Excellent English communication skills 5. Strong sense of customer empathy 6. Creativity and a good sense of humour will be an added advantage Job Type: Full-time Pay: ₹250,000.00 - ₹350,000.00 per year Ability to commute/relocate: HSR Layout, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required) Language: English (Required) Work Location: In person

Location: Chennai About The Role As a member of the Customer Support department and reporting to the Director, Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving platform issues, data flows, networking, communication failures, and KPI calculations for the customer assets. This role is responsible for overseeing the technical support team to ensure efficient operations and exceptional customer service aligned with our 24/7 Global Support Team. Additionally, it involves managing support processes, enhancing team performance, documentation preparation and maintaining a high standard of technical issue resolution. Finally, it involves managing a small team of technical support specialists. What You Will Be Doing Lead and manage a team of Technical Support specialists. Provide guidance, training, and mentorship to ensure excellent customer service and technical expertise as well as cultivate a positive work environment, strengthen teamwork, and knowledge sharing to ensure their professional development and function. Collaborate with your team to troubleshoot and resolve complex technical issues related to CLIENT’s products and other services within. Analyze problems, identify root causes, and implement solutions and making sure to incorporate best practices that are aligned with the Product roadmap and technology considerations Interact with customers as well as the technical support team to understand their challenges and requirements. Provide clear and concise explanations of technical concepts in writing and verbally to our customers on the resolution of tickets via email, meetings or conference calls. Manage and escalate high-priority and critical customer issues to appropriate levels within the organization. Perform standard personnel management responsibilities to support team member development, goal setting, annual performance reviews as well as vacation and paid time off approvals. Coordinate the day-to-day work of a technical support team focused on successfully maintaining the customer assets on CLIENT’s products. Ensure accurate documentation of technical issues, solutions, and best practices. Maintain a knowledge base to aid in efficient issue resolution and to facilitate continuous learning. Continuously evaluate and improve technical support processes to enhance efficiency and customer satisfaction. Identify trends in support requests and work with relevant teams to address recurring issues. Co-operate with the rest Technical Support Managers and your Director to improve technical support processes and documentation Serve as a technical expert on CLIENT’s platform with our customers for data-related issues, such as data flow issues, KPI calculations, and software logic. What You Will Need To` Be Successful Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred). Minimum of 5 years of experience in a technical support role in the renewable industry or operations & maintenance (O&M). Extensive knowledge of Freshdesk as well as Technical Support ticketing workflows. Previous working experience in project management, schedule management, risk management, and issue resolution. Good understanding of renewable energy sources: Such as Wind, solar, and energy storage systems Knowledge of data acquisition systems, SCADA. Ability to interpret networking, data flows, and electrical diagrams. Knowledge of common industrial communications protocols like Modbus RTU/TCP, OPC DA/UA, and DNP3. Understanding of OSI Soft’s PI system and SQL Database. Preferred Experience Minimum of 2 years' experience as a lead or manager of a technically focus team Knowledge of SQL, Python, or other scripting tools to perform data analysis. Knowledge of Linux Competencies -Technical Skills Technical Knowledge and Expertise: A deep understanding of the products, services, or systems being supported is essential. Troubleshooting: This includes researching problems, following procedures, and using relevant tools. Software Proficiency: Support team members should be proficient in using relevant software and tools, such as CRM systems, ticketing systems, diagnostic tools, and communication platforms. Product Knowledge: Managing and updating knowledge bases is critical for providing consistent and accurate information to customers or colleagues. Innovation: Innovation is a valuable competency for support team members, enabling them to find creative solutions to customer issues and improve internal processes. Leadership Skills Communication: Effective communication fosters understanding, trust, and collaboration within a team. Emotional Intelligence: It's vital for building strong relationships, resolving conflicts, and making empathetic decisions. Decision-Making: Leaders need strong decision-making skills, including analyzing situations, weighing pros and cons, and making informed choices. Adaptability: Leaders should be open to new ideas, pivot when needed, and help their teams navigate change effectively. Inspiring and Motivating: Leaders set a compelling vision, set clear goals, and provide encouragement and recognition.

Location: Chennai About The Role As a member of the Global Customer Support department and reporting to the Manager of Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving multiple platform issues, data flows, networking, communication failures, and KPI calculations for customer assets. The Technical Support Specialist is the 1st line of support for incoming issues, requests and phone calls, This position involves prioritizing incoming requests, assigning tasks to appropriate support teams, and ensuring timely and efficient responses to customer concerns while maintaining a high level of customer In this role, you will support our customers by resolving technical challenges involving platform issues, data flows, networking, communication failures and more.. This is part of the shifting 24x7 schedule that includes weekends. What You Will Be Doing Receive, triage, and prioritize incoming technical support calls from customers. Receive incoming support requests through various channels such as phone and ticketing systems. Assess and prioritize cases based on urgency, impact, and customer Service Level Agreements (SLA) Gather detailed information from customers to accurately identify and document issues, including relevant symptoms, error messages, and troubleshooting steps already taken. Update the client as support tickets progress and communicate issue resolution. Troubleshoot and diagnose data flow issues from remote sites into the Cloud. Perform diagnostic tests to resolve straight-forward issues or escalate complex cases to appropriate support tiers or subject matter experts. Identify and escalate priority issues or service disruptions to appropriate personnel, such as support managers or senior support specialists, for resolution. Ensure timely resolution of escalated issues to minimize the impact on customers. Maintain accurate and up-to-date records of support requests, including details of the issue, troubleshooting steps taken, resolution provided, and any follow-up actions required. Serve as the face of CLIENT with our Customers. Strive to meet or exceed customer satisfaction targets by providing professional, empathetic, and effective support experiences. Gather customer feedback and insights for continuous improvement. Provide expert technical support for SaaS Solutions used in renewable energy applications, particularly for solar, wind, storage and hybrid sites. Assist clients with troubleshooting, and resolving technical issues related to SCADA system operations, data collection, and control processes. Troubleshoot, diagnose, SaaS-related issues in real-time, ensuring minimal downtime for clients. Respond to customer inquiries through various channels (phone, ticketing system) with clear, concise, and actionable solutions. Create and maintain detailed documentation for the resolution provided in the support ticketing system. Create knowledge articles of recurring issues solutions, best practices and configuration guidelines in the knowledge base system. Collaborate with internal teams, including engineering, product development to escalate and resolve more complex issues. Own Customer issue resolution and communication from start to end including engaging cross-functional teams for assistance in the background. Participate in weekly on-call rotation. What You Will Need To Be Successful We believe you enjoy working in a purpose-driven organization and thrive in an environment where you need to find creative solutions to challenging problems in a fast-changing context. This also means that you effectively manage multiple tasks of varying complexities, work well in a fast-paced environment, and are driven by continuous learning and growth. Specifically, we are looking for someone with the following toolbox: Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred). Minimum of 3 years of experience in a technical support role. Renewable industry or operations & maintenance (O&M) preferred). Knowledge of CRM / Ticketing system as well as ticketing workflows. Competencies And Qualifications Software Proficiency. Proficient in using relevant software and support tools, CRM platforms like Freshdesk as well as Technical Support ticketing workflows. Familiarity with SaaS (Software as a Service) products and technologies is a plus. Database Knowledge. Familiar with SQL and relational databases. Cloud Computing. Good understanding of cloud computing platforms and databases such as Azure and AWS (Amazon Web Services). Computer Networking Expertise. Experience working with Linux and networking fundamentals. Good understanding of networked devices and communication protocols. The ability to diagnose and resolve technical issues efficiently is fundamental. This includes researching problems, following procedures, and using relevant tools. Soft Skills Communication Empathy and Customer Focus Time Management and Prioritization Adaptability Team Player