22 Knowledge Base Jobs

Role Overview: As a Service Desk Analyst, you will serve as the initial contact point for technical support, addressing inquiries through phone, email, and chat. Your primary responsibility will be to diagnose and resolve IT issues, from basic troubleshooting to escalating complex problems to higher support levels. Additionally, you will be involved in managing and documenting tickets, maintaining knowledge bases, and contributing to process enhancements. Key Responsibilities: - Troubleshooting and Resolution: Diagnose and resolve various IT issues encompassing hardware, software, network, and operating system problems. - Communication and Customer Service: Effectively communicate with users by providing clear and concise explanations of solutions. - Ticket Management: Log, track, and oversee service desk tickets to ensure precise documentation and prioritization. - Knowledge Base: Contribute to and uphold knowledge bases by documenting solutions to recurring issues. - Escalation: Identify and escalate intricate issues to the appropriate support levels. - Process Improvement: Recognize opportunities for process enhancement and participate in implementing changes. Qualification Required: - Prior experience in technical support or a related field is preferred. - Strong communication skills and the ability to provide exceptional customer service. - Proficiency in troubleshooting and resolving IT issues effectively. - Familiarity with ticket management systems and knowledge base maintenance. - Capability to identify areas for process improvement and contribute to enhancing workflows. **Note:** The job also offers benefits such as health insurance and Provident Fund. The work location is in person.,

You are a ServiceNow HR Service Delivery (HRSD) Business Analyst with at least 4+ years of experience in the field. You hold certifications such as CIS HR, HRSD Professional, CSA, and CAD. Your expertise lies in the ServiceNow platform architecture and related products, with a specific focus on HR scoped applications including HR Service Portal, Knowledge base, HR Case management, Virtual Agent, Now Mobile App, Integration Hub, Access Management, Data model, Test Automation framework, and Reporting. In this role, you will be responsible for leading the analysis and design work to provide solutions to business problems using the ServiceNow HRSD solution, which includes a Global Template that has already been developed. You will interact with business stakeholders, present the HRSD solution, gather requirements, and address any related queries effectively. Your ability to validate requirements, identify reasons for deviations from the Global Template, and advocate for a fit-to-standard approach will be crucial. You will collaborate with business stakeholders to translate HRSD business requirements into actionable ServiceNow solution designs and provide design options to support all team members. During the sprint, you will support the development team in resolving any design issues that may arise. Additionally, you will work closely with the ServiceNow support and QA team to address design gaps, defects, tickets, and enhancements. Sharing best practices related to ServiceNow design and leading design work for new features and capabilities will also be part of your responsibilities.,

The ServiceNow Developer plays a crucial role in the organization by designing, developing, and implementing applications and services within the ServiceNow platform to enhance operational efficiency and improve IT service management processes. Collaborating with cross-functional teams, you will gather requirements, create tailored solutions, and ensure seamless integration with existing systems to empower organizations in streamlining workflows, enhancing user experience, and delivering exceptional service delivery. Your responsibilities will include designing and implementing custom applications, gathering and analyzing business requirements, developing and maintaining ServiceNow workflows and business rules, utilizing JavaScript, HTML, and CSS to enhance UI components, integrating third-party tools and applications using REST/SOAP APIs, monitoring system performance, troubleshooting issues, providing technical support, creating comprehensive documentation, participating in user acceptance testing and training, and collaborating with IT teams to implement ITIL best practices. To excel in this role, you must hold a Bachelor's degree in Computer Science, Information Technology, or related field, with at least 3 years of experience in ServiceNow development and administration. You should have a strong understanding of ITIL principles and Service Management, proficiency in JavaScript, HTML, and CSS, experience with ServiceNow modules such as Incident, Problem, Change Management, and CMDB, and hands-on experience with ServiceNow integrations using REST/SOAP APIs. Additionally, you should possess strong analytical and problem-solving skills, be detail-oriented with excellent organizational skills, and have exceptional communication and collaboration abilities. Preferred qualifications include a Certification in ServiceNow Certified System Administrator (CSA) or related credentials, experience with Agile methodologies, knowledge of Java, .NET, or other programming languages, familiarity with ServiceNow Scripting and Catalog development, ServiceNow App Engine, Automated Test Framework, and understanding of database concepts and SQL. Your role will contribute to the continuous improvement of ServiceNow processes and functionalities, assist in upgrade processes, and ensure compliance with security protocols and data governance policies. Your skills in incident management, workflow design, API development, knowledge base, ServiceNow, JavaScript, and HTML will be instrumental in your success in this position.,

Sprinto is a leading platform that automates information security compliance. By raising the bar on information security, Sprinto ensures compliance, healthy operational practices, and the ability for businesses to grow and scale with unwavering confidence. We are a team of 350+ employees & helping 2500+ Customers across 75+ Countries . We are funded by top investment partners Accel, ELEVATION & Blume Ventures and have raised 31.8 Million USD in funding including our latest Series B round. The Role - As the Director of Customer Support at Sprinto, youll play a pivotal role in shaping and scaling a best-in-class support organization that is a competitive differentiator. You&aposll define the strategic direction of our global support operations, ensuring every customer interaction is fast, empathetic, and value-driven. Your leadership will directly impact customer satisfaction, retention, and long-term product success. This is a high-impact leadership role reporting to the Senior Director of Customer Onboarding & Support. Youll oversee a growing team of support engineers and managers, while building scalable processes and tools to support Sprintos expanding global customer base and product suite. What Youll Do - You will be responsible for - Strategy & Vision Define and own the long-term vision, mission, and roadmap for building a world class Customer Support team Develop and implement a scalable, resilient 24x7 global support strategy across multiple channels (chat, email, in-app) Identify, plan, and lead key programs such as inbound contact reduction, NPS uplift, and SLA optimization Customer Experience & Operational Excellence Champion a customer-obsessed culture across the organizationbe the voice of the customer in cross-functional forums Analyze trends in support interactions to proactively address pain points and improve product usability and customer happiness. Partner with product and engineering teams to drive continuous improvement, influence roadmaps, and prioritize fixes based on support data Leverage automation, AI, and self-service to enhance speed, quality, and scalability of support Cross-Functional Leadership Represent Customer Support in leadership meetings and cross-functional initiatives Build strong working relationships with Product, Engineering, Success, and Ops to align support efforts with company goals Collaborate on tooling requirements, process design, and automation projects to improve team productivity and customer outcomes Team Building & People Leadership Own the hiring, onboarding, enablement, and staffing strategy for support teams Build a high-performing, engaged support organization through coaching, feedback, and career development Manage and mentor support team leads and individual contributors, with a focus on growth, empowerment, and accountability Set and monitor key performance indicators (CSAT, SLA, backlog, quality scores) and ensure alignment with broader company objectives Requirements 12+ years of experience in "customer support" OR "customer success" OR "client services" OR "technical support" 5+ years of experience with "B2B SaaS" OR "enterprise software" OR "software-as-a-service" company in a leadership role in "customer support" OR "customer success" 5+ years of experience managing a team of at least 10+ "customer support" OR "customer success" OR "support engineers" specialists Must have experience building OR scaling "global support" OR "24x7 operations" OR "international support" OR "multi-timezone support" Must have hands-on experience with "Freshdesk" OR "Intercom" OR "Salesforce Service Cloud" OR "Zendesk" OR "modern support platforms" Must be data-driven AND have experience improving "NPS" OR "CSAT" OR "customer satisfaction" OR "support metrics" OR "KPI improvement" Must have experience with "contact reduction" OR "ticket deflection" OR "self-service" OR "knowledge base" OR "automation" OR "AI tools" Must be in a senior leadership role in the recent three years in the role/capacity like "Director" OR "Senior Director" OR "VP" OR "Head of" OR "Chief" Must have "cross-functional" OR "stakeholder management" OR "product collaboration" OR "engineering partnership" experience without direct authority Must have "hands-on" OR "roll up sleeves" OR "startup" OR "high-growth" OR "fast-paced" OR "technical acumen" experience in support leadership Benefits Remote First Policy 5 Days Working With FLEXI Hours Group Medical Insurance (Parents, Spouse, Children) Group Accident Cover Company Sponsored Device Education Reimbursement Policy ATS_SPRINTO Show more Show less

As a First-Level Support Technician, your primary responsibility will be to provide technical assistance to end-users through various channels such as phone, email, and in-person interactions. You will be the initial point of contact for troubleshooting hardware, software, and network-related issues. Your duties will include logging and tracking user problems in the help desk ticketing system, ensuring accurate documentation and timely updates. For more complex issues, you will identify and escalate them to senior IT staff or second-level support. In addition to providing technical support, you will also be involved in setting up, installing, and maintaining hardware devices like computers, printers, and mobile devices. Basic repairs, replacements, and installations will be within your scope. Software support tasks include installing, configuring, and troubleshooting standard applications such as Microsoft Office and email clients. You will also assist users with common networking issues like VPN connectivity, Wi-Fi troubleshooting, and LAN connectivity. User account management will be part of your responsibilities, which includes creating, modifying, and deleting user accounts, managing access rights, and assisting with password resets. Your role will require you to deliver professional and timely customer service to ensure end-users are satisfied with issue resolutions. Moreover, you will maintain clear records of issues, resolutions, and user interactions for future reference and reporting purposes. Your qualifications for this position include a high school diploma or equivalent, with an associate's degree in Information Technology or a related field being a plus. Ideally, you should have 1-2 years of experience in IT support or help desk roles. Technical skills required include basic knowledge of operating systems, familiarity with common office software, understanding of networking concepts, and experience in troubleshooting hardware and peripherals. Strong communication skills, problem-solving abilities, and a focus on customer service are essential for this role. Additional skills such as experience with remote support tools, knowledge of Active Directory, and familiarity with ITIL best practices are advantageous. This is a full-time position with the potential for occasional after-hours or weekend shifts based on company needs or urgent issues. The benefits package includes cell phone reimbursement, health insurance, internet reimbursement, life insurance, paid sick time, and Provident Fund. The work schedule is Monday to Friday during day shifts at the in-person work location, starting on 16/03/2025.,

About HighRadius! HighRadius is a Fintech enterprise Software-as-a-Service (SaaS) company that leverages ArtificialIntelligence-based Autonomous Systems to help companies automate Accounts Receivable and Treasury processes. The HighRadius Integrated Receivables platform reduces cycle times in your order-to-cashprocess by automating receivables and payments processes across credit, electronic billing and payment processing, cash application, deductions, and collections. Our customers range from some of the largestglobal corporations including more than 200 Fortune 1000 companies as well as mid-size enterprises that don't have the IT resources to consolidate on an ERP platform but still want to automate andstreamline their receivables and treasury processes. Job Summary Functional Support Consultant will be responsible for providing support to our high-end, robust andscalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate HighRadian ambassador who delivers continuous support from the advent of the conflict to the time itgets resolved. S/he should be keen to learn about our complex software products and have a people-first mentality. If you are ready to leverage your grit, creativity and bit of wit and humor to experience anawesome company culture - then you should be a HighRadian! Responsibilities: . Responsible for providing product support to users of the HighRadius applications. . Own customer reported issues and drive them to resolution meeting the SLAs. . Provide a delightful customer experience by partnering with internal and external stakeholders. . Supports and contributes to the growth of best practices for delivery of HighRadius Support services. . Understand HighRadius application troubleshooting practices to ensure successful resolution of theissues. . Have the will to learn and understand our products and their features to support and educate clients. . Follow the Quality and Process compliance to do the right thing for customers and the organization. . Dynamically prioritize tickets and multi-task when needed. . To be a team player who can work in rotational shifts. . To empathize with client situations and provide quick resolutions or workarounds. . Have a collaborative approach to clearly communicate issues and resolutions with the internal teamsand customers. Requirements: . 3 to 4 years of experience in Application Support preferably a SaaS application. . Familiarity with tools & practices of the trade such as case management, knowledge base, defect &escalation management. . A technology-centric background. . Strong logical, analytical and problem-solving skills. . Excellent communication skills. . Can work in a fast paced, ever changing, start-up environment. . Proficiency in running SQL queries is a plus. . Scripting knowledge is a plus. What You'll Get Competitive salary. Fun-filled work culture () Equal employment opportunities. Opportunity to build with a pre-IPO Global SaaS Centaur.

Job Summary - Associate Functional Support Consultant will be responsible for providing support to our high-end, robust and scalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate HighRadian ambassador who delivers continuous support from the advent of the conflict to the time it gets resolved. S/he should be keen to learn about our complex software products and have a people-first mentality. If you are ready to leverage your grit, creativity and bit of wit and humor to experience an awesome company culture - then you should be a HighRadian! Responsibilities - Responsible for providing product support to users of the Highradius applications. Own customer reported issues and drive them to resolution meeting the SLAs Provide a delightful customer experience by partnering with internal and external stake holders Supports and contributes to the growth of best practices for delivery of HighRadius Support services Understand HighRadius application troubleshooting practices to ensure successful resolution of the issues. Have the will to learn and understand our products and their features to support and educate clients Follow the Quality and Process compliance to do the right thing for customers and the organization Dynamically prioritize tickets and multi-task when needed To be a team player who can work in rotational shifts. To empathize with client situations and provide quick resolutions or workarounds. Have a collaborative approach to clearly communicate issues and resolutions with the internal teams and customers. Requirements - 2 to 5 years of experience in Application Support preferably a SaaS application Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management. A technology-centric background Strong logical, analytical and problem solving skills Excellent communication skills Can work in a fast paced, ever changing, start-up environment Proficiency in running SQL queries is a plus Scripting knowledge is a plus

Job Summary - Associate Functional Support Consultant will be responsible for providing support to our high-end, robust and scalable SaaS products. He/She plays a significant role as an extension of our internal teams, the ultimate HighRadian ambassador who delivers continuous support from the advent of the conflict to the time it gets resolved. S/he should be keen to learn about our complex software products and have a people-first mentality. If you are ready to leverage your grit, creativity and bit of wit and humor to experience an awesome company culture - then you should be a HighRadian! Responsibilities - Responsible for providing product support to users of the Highradius applications. Own customer reported issues and drive them to resolution meeting the SLAs Provide a delightful customer experience by partnering with internal and external stake holders Supports and contributes to the growth of best practices for delivery of HighRadius Support services Understand HighRadius application troubleshooting practices to ensure successful resolution of the issues. Have the will to learn and understand our products and their features to support and educate clients Follow the Quality and Process compliance to do the right thing for customers and the organization Dynamically prioritize tickets and multi-task when needed To be a team player who can work in rotational shifts. To empathize with client situations and provide quick resolutions or workarounds. Have a collaborative approach to clearly communicate issues and resolutions with the internal teams and customers. Requirements - 2 to 5 years of experience in Application Support preferably a SaaS application Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management. A technology-centric background Strong logical, analytical and problem solving skills Excellent communication skills Can work in a fast paced, ever changing, start-up environment Proficiency in running SQL queries is a plus Scripting knowledge is a plus

As a SAP C4C Functional Specialist at MKS, you will be responsible for leveraging your 4 to 8 years of experience in SAP Products, Technologies, and Modules, particularly focusing on SAP C4C (Cloud for Customer) and SAP C/4 HANA Sales, Service & Marketing Cloud. Your expertise will be utilized in various areas including implementation, support, integration, designing, configuring, customizing, and testing C4C within SAP C4C. You will play a key role in large-scale Cross-Functional projects and ensure seamless integration of C4C System with SAP ERP and Non-SAP systems. Your responsibilities will include handling C4C Sales Management activities such as Territories, Leads, Opportunities, Quotations, Sales Orders, Accounts, Contacts, Activities, and Pricing. Additionally, you will be involved in Services Management tasks like configuring Communication Channels, Knowledge Base, Registered Products, Contracts, Tickets, Resource Scheduler, Visits, Service Quotations, spare parts, repairs, Lifecycle, Response Templates, and Case Management. Your role will also encompass administration activities, data load activities, and utilizing Key User Tools (KUT) for Extensions, Layouts, Business Roles, Restrictions, Workflow Rules, Custom Objects, and Mashups. To excel in this role, you must hold a Certified C4C Associate Sales and Service cloud certification and have a strong grasp of agile project methodologies. Your ability to work effectively in a global company with highly integrated systems environments, coupled with your strong interpersonal skills and innovative mindset, will be crucial. You will be required to design and prepare Mashups, Reports, and Dashboards, and must possess a Bachelor's degree along with 5+ years of relevant work experience. MKS is an equal opportunity employer that values diversity and inclusion. However, certain positions may require access to controlled goods and technologies subject to regulations such as ITAR or EAR, necessitating applicants to be U.S. persons as defined by the regulations. MKS is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation during the application or interview process, please reach out to accommodationsatMKS@mksinst.com. If you are interested in applying for this role, please include the requisition number (ex: RXXXX), the title, and location of the position.,

Ready to build the future with AI At Genpact, we don&rsquot just keep up with technology&mdashwe set the pace. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos , our industry-first accelerator, is an example of how we&rsquore scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what&rsquos possible, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation , our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and Inviting applications for the role of Assistant Vice President - S ales Cloud, Service Cloud Technical Architect This role leads the architecture and delivery of Salesforce Sales Cloud and Service Cloud solutions. It blends deep platform e xpertise with strategic leadership to drive CRM transformation across sales, service, and customer experience domains Responsibilities D esign and implement end-to-end Salesforce Sales & Service Cloud solutions Lead technical discovery sessions and translate business needs into scalable architectures Oversee custom development , integrations, and data migration strategies Ensure security, performance, and compliance across CRM implementations Collaborate with cross-functional teams to align solutions with business goals Provide technical governance and enforce best practices Mentor developers and consultants support pre-sales activities and solution workshops Leadership & Strategic Impact Acts as a technology thought leader within the organization Drives innovation and continuous improvement in Salesforce architecture Collaborates with senior leadership to align solutions with business goals Qualifications we seek in you! Minimum Q ualifications and Core Competencies: B.E or B.Tech or MCA Relevant years of Salesforce experience, with strong expertise in Sales Cloud and Service Cloud Proficiency in Apex, Lightning Web Components, Visualforce , and API integrations Experience with Omni-Channel, Case Management, Lead & Opportunity Management Familiarity with Einstein AI, Knowledge Base, CTI integrations , and automation tools Strong understanding of data modeling, security models , and deployment strategies Excellent communication and stakeholder management skills Preferred: Salesforce certifications such as: Salesforce Sales Cloud Consultant Salesforce Service Cloud Consultant Platform Developer I & II Application Architect or Technical Architect (CTA) Why join Genpact Lead AI-first transformation - Build and scale AI solutions that redefine industries Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career &mdashGain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up . Let&rsquos build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

Responsibilities: * Manage student applications from start to finish * Provide expert advice on overseas education options * Maintain up-to-date knowledge of international universities & programs * Excellent English and MS office skills

The Associate Functional Support Consultant at HighRadian will be responsible for providing support for the company's high-end, robust, and scalable SaaS products. As an integral part of the internal teams, you will serve as the primary ambassador for HighRadian, ensuring continuous support throughout the issue resolution process. Your willingness to understand the complexities of our software products and prioritize customer satisfaction will be crucial in this role. If you are eager to contribute your tenacity, creativity, and sense of humor to a vibrant company culture, HighRadian welcomes you! Your responsibilities will include providing product support to HighRadian application users, taking ownership of customer-reported issues, and ensuring timely resolution within SLAs. You will collaborate with internal and external stakeholders to deliver exceptional customer experiences and contribute to the enhancement of support service best practices. Demonstrating a commitment to learning and mastering the features of HighRadian applications, you will play a key role in educating and assisting clients. Adhering to quality standards and process compliance, you will effectively prioritize tickets, multitask as needed, and participate in rotational shifts as a team player. To excel in this role, you should have 2 to 5 years of experience in Application Support, preferably with SaaS applications. Familiarity with tools and practices such as case management, knowledge base utilization, defect and escalation management is essential. A strong technology background, along with excellent logical, analytical, and problem-solving skills, will be advantageous. Effective communication skills and the ability to thrive in a fast-paced, dynamic startup environment are critical. Proficiency in running SQL queries and scripting knowledge would be beneficial. If you are excited about the opportunity to contribute to the success of HighRadian's innovative SaaS products and provide exceptional support to clients, we encourage you to apply for the role of Associate Functional Support Consultant. Join us in delivering unparalleled service and building lasting relationships with our customers.,

You are seeking a highly motivated and enthusiastic Service Desk L1 Engineer to join the IT team at Tietoevry. This entry-level position is ideal for recent graduates interested in starting their careers in IT support. As the Service Desk L1 Engineer, you will be the initial point of contact for customers requiring technical assistance. Your responsibilities will include providing initial support and troubleshooting for various IT issues. Key Responsibilities: First Point of Contact: You will serve as the initial contact for customers seeking technical assistance via phone, email, or Self Ticket. Troubleshooting: Identify, diagnose, and resolve basic technical issues related to hardware, software, and network connectivity. Ticket Management: Log and track all incidents and service requests in the ticketing system while ensuring accurate and detailed documentation. User Support: Assist users with password resets, account unlocks, and basic application support. Escalation: Escalate complex issues to higher-level support teams (L2/L3) as necessary, ensuring timely follow-up and resolution. Knowledge Base: Contribute to creating and maintaining internal knowledge base articles and user guides. Customer Service: Provide exceptional customer service, maintaining a positive and professional demeanor at all times. Team Collaboration: Collaborate with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes. Qualifications: Education: Bachelor's degree in Information Technology, Computer Science, or a related field (B.Sc, BCA, B.Tech). Technical Skills: Basic understanding of computer hardware, software, and networking concepts. Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Problem-Solving: Strong analytical and problem-solving skills with a keen attention to detail. Customer Service: Customer-centric mindset with a passion for helping others. Adaptability: Ability to work in a fast-paced environment and handle multiple tasks simultaneously. Team Player: Collaborative team player with a willingness to learn and grow. Preferred Qualifications: Certifications: Relevant certifications (e.g., ITIL Foundation) are a plus but not required. Internship Experience: Prior internship or practical experience in an IT support role is advantageous. What We Offer: Competitive salary and benefits package. Opportunities for professional development and career advancement. Supportive and inclusive work environment. Hands-on training and mentorship from experienced IT professionals.,

About Us We are a fast-growing SaaS company transforming the way scholarly publishers manage submission workflows. Our platform simplifies the author-to-editor-to-reviewer journey, enabling publishers, societies, organizers, and editorial teams to deliver a seamless, efficient, and transparent submission experience. With a deep understanding of academic publishing, we empower our clients to focus on what matters most: accelerating scholarly research. https://career.molecularconnections.com/job-openings/ About the Role As our Customer Support Manager , youll be the front line of support for our growing community of scholarly publishers,societies, associations, and conferences. You will lead and evolve our support function to ensure clients receive timely, empathetic, and technically sound assistance. Youll be instrumental in building a high-touch, scalable support model that reflects our commitment to partnership, precision, and user trust. Key Responsibilities Manage day-to-day customer support operations, ensuring quick resolution and high satisfaction Develop and optimize support workflows, including ticketing, escalation, and reporting Recruit, onboard, and lead a growing support team as we scale Collaborate cross-functionally with Product, Engineering, and Sales to surface user feedback, resolve bugs, and improve usability Build, maintain, and expand a searchable knowledge base and self-service help center Implement systems to track KPIs such as CSAT, response/resolution times, and ticket trends Advocate for customer needs while balancing internal priorities Handle complex or sensitive customer escalations with empathy and efficiency Qualifications 35+ years in customer support, with at least 12 years in a managerial or team lead role Experience working in a SaaS or tech-enabled service environment; startup experience a plus Familiarity with support tools like Hubspot, Jira, Notion, or similar Clear, empathetic communicator, both written and verbal Strong organizational and problem-solving skills, with attention to detail A customer-first mindset with a deep appreciation for service excellence Bonus: Experience in the scholarly publishing industry or familiarity with journal submission platforms (e.g., Editorial Manager and ScholarOne) Why Join Us Shape the future of scholarly communication at a mission-driven company Join a collaborative and intellectually curious team Work in a flexible, remote-friendly environment with competitive compensation Make a meaningful impact on the publishing process used by editors, researchers, and organizers globally Show more Show less

The Zoho CRM Consultant plays a crucial role in leveraging Zoho CRM to optimize business processes, enhance customer relationships, and drive sales effectiveness. As a Zoho CRM Consultant, you will be responsible for analyzing, implementing, and customizing Zoho CRM solutions to meet the unique needs of the organization and its clients. Your key responsibilities will include collaborating with stakeholders to understand business requirements and design Zoho CRM solutions. You will customize and configure Zoho CRM modules, workflows, and functions to align with business processes. Additionally, you will provide technical expertise in data migration, integration, and system implementation. Developing and executing Zoho CRM training programs for end users and administrators will also be part of your role. Furthermore, you will assist in troubleshooting and resolving CRM system issues and performance optimization. Collaboration with sales, marketing, and customer service teams to streamline operations using Zoho CRM will be essential. Creating reports and dashboards to provide insights into sales and customer data will also be a key responsibility. Staying updated with Zoho CRM updates and new features to recommend best practices and participating in pre-sales activities and client demonstrations of Zoho CRM capabilities are also part of the role. Lastly, managing and maintaining Zoho CRM documentation and knowledge base will be crucial. To qualify for this role, you must hold a Bachelor's degree in Business, IT, or a related field. Zoho CRM certification and demonstrable experience in Zoho CRM implementation are required. A proven track record in consulting or a similar role with a focus on CRM solutions is necessary. You should have a strong understanding of sales processes, customer relationship management, and business workflows. Proficiency in customizing Zoho CRM modules, workflows, and automation features is essential. Experience in data migration, integration, and system configuration is also required. You must have the ability to understand client requirements and translate them into CRM solutions. Excellent communication and presentation skills for client interactions are a must. Strong analytical and problem-solving abilities are also crucial. The ability to work independently and collaboratively in a team environment is necessary for this role. Skills required for this role include data management, sales processes, knowledge base management, problem-solving abilities, training programs development, customer relationship management, technical training, presentation skills, automation features, CRM solutions, integration, data migration, business processes, sales effectiveness, analytical abilities, sales, CRM features, Zoho CRM, CRM system implementation, client demonstrations, troubleshooting, pre-sales activities, communication skills, data reporting, reports and dashboards creation, documentation management, and customer-centric approach.,

You are a highly skilled Salesforce Technical Lead with 8-10 years of experience in Sales Cloud and Service Cloud. You will be joining the team onsite in Mumbai. Your role involves leading end-to-end Salesforce implementations, enhancements, and integrations focused on Sales Cloud and Service Cloud. You will design scalable and robust Salesforce architecture, lead a team of developers, and ensure successful project delivery. Your responsibilities include developing high-quality code using Apex, Visualforce, Lightning Web Components (LWC), and other Salesforce technologies. You will implement automation using Flows, Workflow Rules, and Process Builder, oversee data migration activities and integration using REST/SOAP APIs, and ensure adherence to Salesforce best practices and governance policies. Additionally, you will conduct code reviews, provide technical guidance to the development team, support deployment and release management processes (CI/CD), and contribute to UAT and production support. You must have 8-10 years of hands-on Salesforce experience with a strong focus on Sales Cloud and Service Cloud. Expert-level understanding of Salesforce platform capabilities, limitations, and best practices is required. Proficiency in Apex, SOQL, SOSL, LWC, Triggers, Batch Apex, and Visualforce is essential. Experience with Service Console, Email-to-Case, Omni-Channel, Knowledge Base, and other tools is necessary. Strong knowledge of the object model, security model, and automation tools is expected. Experience with data tools like Data Loader, Workbench, and integration platforms is preferred. You should have proven experience leading mid-to-large Salesforce teams or projects. Familiarity with DevOps tools like Gearset, Copado, Jenkins, etc., is a plus. Mandatory certifications include Salesforce Platform Developer I, Salesforce Sales Cloud Consultant, and Salesforce Service Cloud Consultant. Additional certifications such as Application Architect or System Architect are a bonus.,

You are a highly motivated and enthusiastic Service Desk L1 Engineer who will be the first point of contact for customers seeking technical assistance. You will provide initial support and troubleshooting for various IT issues. As an entry-level position, this role is perfect for recent graduates looking to kickstart their careers in IT support. Your responsibilities will include serving as the initial point of contact for customers seeking technical assistance via phone, email, or Self Ticket. You will identify, diagnose, and resolve basic technical issues related to hardware, software, and network connectivity. Logging and tracking all incidents and service requests in the ticketing system will be crucial, ensuring accurate and detailed documentation. Additionally, you will assist users with password resets, account unlocks, and basic application support. For more complex issues, you will escalate them to higher-level support teams (L2/L3) as needed, while ensuring timely follow-up and resolution. Contributing to the creation and maintenance of internal knowledge base articles and user guides will also be part of your role. Providing exceptional customer service with a positive and professional demeanor at all times is essential. You will collaborate with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes. Having a bachelor's degree in Information Technology, Computer Science, or a related field along with basic understanding of computer hardware, software, and networking concepts is required. Strong analytical and problem-solving skills, excellent communication abilities, and a customer-centric mindset are necessary for this role. Being adaptable, a team player, and willing to learn and grow are qualities that will help you succeed. Relevant certifications such as ITIL Foundation and prior internship or practical experience in an IT support role are advantageous. In return, you can expect a competitive salary and benefits package, opportunities for professional development and career advancement, a supportive and inclusive work environment, and hands-on training and mentorship from experienced IT professionals.,

You will be responsible for supporting Cisco UCCE / UCCX / PCCE solutions and 3rd party Call recording platforms. You should have a strong understanding of Cisco ICM/CCMP/CVP/CUIC and troubleshooting. Knowledge of VOIP protocols like SIP, H.323, and MGCP is essential, along with familiarity with ITIL processes. Understanding Cisco Voice network deployment models and the functioning of voice network devices is crucial. Experience with VOIP and Performance Management Tools, as well as integration with other tools, is required. You must have expertise in Telecom infrastructure protocols such as ISDN and analog signaling. The role involves working in a 24/7 business support environment. Ideal candidates should possess 4-7 years of experience on Cisco Voice platforms and have worked with CUCM/UCCE/UCCH/CVP platforms. Strong verbal and written communication skills are necessary to work and coordinate with Third Party Providers and OEMs for problem resolution. As an L2 Cisco UCCE Engineer, you will perform advanced remote/on-site troubleshooting activities, including system design issues, upgrade plans, technical product documentation creation, and site coordination. You will act as a point of contact for service delivery issues, pending work, and escalations. Providing team support, contributing to process improvements, maintaining/updating the Knowledge Base and documentation, and initiating/implementing process improvements are key responsibilities. Key Skills required for this role include proficiency in Cisco ICM/CCMP/CVP/CUIC and troubleshooting, as well as MACD creation knowledge in Cisco UCCE & IPT platforms. Excellent communication and conversation skills (Verbal and Written) are essential, along with strong analytical and problem-solving abilities. This position is based in PUN and requires a minimum of 3 years of relevant experience. If you meet these qualifications and are ready to take on a challenging and rewarding role, please reach out to RMG at RMG@SERVION.COM for further details.,

As a Service Desk Engineer at Lenovo, you will play a crucial role in providing IT technical support and services to users through various communication channels including telephone, email, and online platforms. Your responsibilities will include troubleshooting, service request handling, information inquiry, ticket updates, and operation guidance for operating systems, application software, network, and information security based on client standards. Moreover, you will provide specialized support for VIP users and document system operation and maintenance procedures while updating and optimizing knowledge base and workflow. In this role, you will be expected to swiftly identify and resolve system failures, analyze the root causes of issues, and recommend preventive measures. You will collaborate with the level 2 team for knowledge transfer to the service desk team. Additionally, you will act as a shift leader to oversee on-site business operations and address escalated difficult or urgent issues effectively. To qualify for this position, you should possess good oral and written English skills along with a bachelor's degree or higher and a minimum of five years of relevant experience in desktop operation and maintenance. A strong service-oriented mindset, teamwork spirit, excellent learning abilities, and cheerful personality are essential attributes for success in this role. You must also demonstrate exceptional communication, understanding, and problem-solving skills. Furthermore, the ability to work in a 24/7 night-shift rotation and proficiency in operating system registry, group policy, services, logs, CMD commands, and system platform maintenance are required qualifications. Lenovo follows stringent policies and legal compliance throughout the recruitment process, ensuring transparency and fairness. Interviews may be conducted via audio, video, or in-person by official Lenovo representatives. To verify job offers, please visit the official Lenovo careers page or contact IndiaTA@lenovo.com. Stay vigilant against recruitment fraud and report any suspicious activity to the local authorities. Join Lenovo in shaping a more inclusive, trustworthy, and smarter future for everyone, everywhere.,

Write, edit, and maintain technical documents including user manuals, SOPs, API documentation, installation guides, and release notes Collaborate with developers, QA, product managers, SMEs Create knowledge base articles, FAQs, case studies, blogs, Required Candidate profile Ensure clarity, accuracy, and consistency across all written content Manage and update content in (CMS) or documentation tools Edit and proofread documents for grammar, technical accuracy, and tone Perks and benefits Perks and Benefits

We are looking for a highly skilled Network Access Control Product Engineer with 3 to 8 years of experience to join our team. The ideal candidate will have expertise in designing, engineering, and implementing network access control solutions. ### Roles and Responsibility Design and develop network access control products and technology components across all instances and use cases. Provide consulting services to other teams and act as a level four escalation for complex issues. Create designs based on industry best practices and solid engineering principles, incorporating local and global requirements. Develop and maintain documentation for configuration guidelines and templates. Engage with Level 3 support teams to ensure they have the necessary training and knowledge base articles. Troubleshoot complex environments and deliver projects within scope and budget. ### Job Requirements Expert-level knowledge and experience with Cisco ISE, including database management. Advanced skills in planning, designing, and troubleshooting complex environments. Experience in dealing with external vendors and suppliers in the network industry. Excellent knowledge of network access control technologies, environments, management, and monitoring tools. Strong understanding of enterprise office network environments, including IoT. Knowledge of Windows and Macintosh Operating systems specifically around network access control. Ability to make technical decisions in support of Architecture, Strategy, Service Management, and Operations functions within the project and escalated troubleshooting contexts. Demonstrated experience in various aspects of Security technology infrastructure design and implementation. Security-related professional qualifications and service management qualifications (ITIL Foundation). Bachelor's degree in a technical discipline such as Engineering or Computer Science or a related discipline, plus an industry accreditation or equivalent work experience. Inclusive, proactive, high-achieving team player who shows a passion for technology and services. Flexible working patterns with a strong work ethic to do the right thing at the right time – even if that is late evening or at weekends.

Perform transactions, maintain accurate system data, analysing and creating operational reports, and data entry and system transactions using Oracle applications and provide daily status and reports to management. Identify areas for process improvement, cost savings, and collaborate with associates to improve efficiency, productivity, and processes. Analyst for monitoring and processing of daily hardware requests with accuracy in a timely manner. Ship hardware to end user or destination, in compliance with Oracle Policies and Procedures. LSP Procedures, Systems and Transportation Networks essential. Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Perform hardware setup and installation, deliver hardware to internal network sites, and participate in projects as dictated by the business need. Communicate to management team regularly operational status and provide insights on performance trends as well as recommendations on how to exceed plan and accelerate productivity and growth. Organize inventory and handle variety of daily operations inquiries and issues. Assist team with hardware devices configurations for laptops, network equipment, tokens, etc., Review and update procedures to ensure accuracy to meet business requirements. Keep lab associated work areas clean, safe and follow all safety guidelines, and consistently demonstrates and incorporates principals of safety for self and others into daily activities. Troubleshoot basic issues independently and report issues to management. May travel to assist network hardware installation or removals. Additional Requirements: Responsible for shipping, receiving, storing, and distributing Computer Hardware, Peripherals and related and equipment. Includes material planning and scheduling. Meets with suppliers to ensure highest quality Hardware deliveries within established lead times. Career Level - IC1 Responsibilities Perform transactions, maintain accurate system data, analysing and creating operational reports, and data entry and system transactions using Oracle applications and provide daily status and reports to management. Identify areas for process improvement, cost savings, and collaborate with associates to improve efficiency, productivity, and processes. Analyst for monitoring and processing of daily hardware requests with accuracy in a timely manner. Ship hardware to end user or destination, in compliance with Oracle Policies and Procedures. LSP Procedures, Systems and Transportation Networks essential. Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Perform hardware setup and installation, deliver hardware to internal network sites, and participate in projects as dictated by the business need. Communicate to management team regularly operational status and provide insights on performance trends as well as recommendations on how to exceed plan and accelerate productivity and growth. Organize inventory and handle variety of daily operations inquiries and issues. Assist team with hardware devices configurations for laptops, network equipment, tokens, etc., Review and update procedures to ensure accuracy to meet business requirements. Keep lab associated work areas clean, safe and follow all safety guidelines, and consistently demonstrates and incorporates principals of safety for self and others into daily activities. Troubleshoot basic issues independently and report issues to management. May travel to assist network hardware installation or removals. Additional Requirements: Responsible for shipping, receiving, storing, and distributing Computer Hardware, Peripherals and related and equipment. Includes material planning and scheduling. Meets with suppliers to ensure highest quality Hardware deliveries within established lead times.