3 Ticket Tracking Jobs

Kore.ai is a pioneering force in enterprise AI transformation, empowering organizations through our comprehensive agentic AI platform. With innovative offerings across "AI for Service," "AI for Work," and "AI for Process," we're enabling over 400+ Global 2000 companies to fundamentally reimagine their operations, customer experiences, and employee productivity. Our end-to-end platform enables enterprises to build, deploy, manage, monitor, and continuously improve agentic applications at scale. We've automated over 1 billion interactions every year with voice and digital AI in customer service and transformed employee experiences for tens of thousands of employees through productivity and AI-driven workflow automation. Recognized as a leader by Gartner, Forrester, IDC, ISG, and Everest, Kore.ai has secured Series D funding of $150M, including strategic investment from NVIDIA to drive Enterprise AI innovation. Founded in 2014 and headquartered in Florida, we maintain a global presence with offices in India, UK, Germany, Korea, and Japan. As a Software Engineer/Senior Software Engineer at Kore.ai, you will ensure that all assigned tickets or tasks are completed within SLAs defined by Kore leadership. You will also need to ensure that customers are satisfied with the level of support provided and their inquiries or issues are resolved. Responsibilities: - Understand the Kore.ai support process and ensure all instructions are followed religiously and meticulously. - Ensure unambiguous, comprehensible, and concise communication to customers as well as internal stakeholders in grammatically correct English. - Ensure a defined Service Level Agreement is followed for appropriate tickets. - Handle screen-sharing web conference calls with customers for remote diagnostics and triage of reported issues. - Document problems and their solutions accurately in knowledge base articles. - Provide customer support for all product lines of Kore.ai. - Work seamlessly with other teams like Professional Services, Engineering, Product Management, DevOps & QA towards resolution of assigned tickets and tasks. - Adapt to support shift and schedule defined by the leadership. Experience Required: - 2-6 years of experience. Must Have Skills: - Relevant experience in delivering customer support for a web or mobile application-based product. - Ability to track and resolve support issues as per SLA. - Ability to implement product features and sanity test defect fixes, and documenting results. - Ability to collaborate across the teams as required for resolving tickets/completing assigned tasks. - Ability to gather information systematically and efficiently for Root Cause Analysis. - Ability to analyze logs for effective troubleshooting. - Ability to program in at least one programming language. - Ability to work with at least one ticket tracking tool. - Ability to answer inquiries from customers and work with the right points of contact to gather knowledge if required. - Ability to handle customer problems and inquiries via email, chat, and phone. - Ability to articulate in an unambiguous, comprehensible, and concise manner using grammatically correct English. - Ability to be self-organized, proactively track own work, and report status to the reporting point of contact without need for follow-up. - Ability to work as per set priorities by the manager/lead. - Ability to show empathy to customers and adapt to difficult and unfavorable situations. - Ability to escalate matters at the right time to the right stakeholders. - Ability to adapt to working in shifts as required. - Ability to be a good team player and treat all team members peers, juniors, and seniors with respect. - You will work from our India operations office located in Hyderabad, Telangana. - Ability to quickly learn various technologies, techniques, tools, and scale as and when needed. Good to Have Skills: - Previous working knowledge of Node.js, HTML, and CSS. - Basic understanding of Linux. - Basic working knowledge of tools like Postman and API testing. - Knowledge of web and application servers. - Knowledge of tools like Zensesk, Husbpot, JIRA, Visual Studio Code. - ITIL Fundamentals or above a strong plus. - Knowledge of other global languages. - Basic Java/Scripting knowledge. - Knowledge of web and mobile-based enterprise applications. - Knowledge of Web Services, APIs (Functionality), SDKs, and tools usage like Postman, VS Code, etc. - Basic Knowledge of Node.js, Browser Console/DevTools. - Ability to articulate and summarize complex issues both verbally and in writing. - Basic Java/Scripting knowledge - basic coding and ability to read and understand. Educational Qualification: - Any graduation degree (Technical degree like Computer Science, MCA, Electronics, etc., preferred) and above.,

The role you are applying for involves being responsible for troubleshooting and monitoring the rollouts of all Yum Platforms services and products. Your main tasks will include ensuring the health of systems, managing communication with various internal and external stakeholder groups, defining metrics, understanding incident management processes, and analyzing business metrics to ensure business continuity. You will need to utilize tools for observability and proactive monitoring, enhance alerting mechanisms, and minimize system downtime to improve the user experience of restaurant technology services. Responding promptly to alerts, opening incident and support tickets, and coordinating with teams across different time zones are essential parts of this role. Efficiently managing case and incident workflows, conducting root cause analysis, and developing production runbooks for common issues are crucial responsibilities. The role requires a minimum of 4-6 years of experience in a production support role with customer interaction management, proficiency in ticket tracking tools like Service Now and Jira, hands-on exposure to observability tools such as Datadog, and exceptional communication, problem-solving, and analytical skills.,

You will join blueBriX, an innovative digital health company committed to streamlining the healthcare ecosystem through cutting-edge technology. By seamlessly integrating technology into existing workflows, we empower healthcare providers, engage patients, and revolutionize health outcomes. Our approach leverages real-time data dashboards, predictive analytics powered by Gen AI, and patient engagement tools, all aimed at enhancing clinical decision-making, operational efficiency, and patient satisfaction. At blueBriX, we prioritize innovation and tangible results, striving to build a connected healthcare ecosystem that drives cost savings and enhances quality of care. As a full-time Customer Service Support Manager based in Kochi, you will play a pivotal role in overseeing daily customer service operations to ensure the highest levels of customer satisfaction and support. Your key responsibilities will include managing a team of support agents, addressing technical support issues, analyzing customer service data, and devising strategies to enhance the overall customer experience. This role demands strong leadership qualities, problem-solving abilities, and effective communication skills to deliver end-to-end (L1 to L3) customer service excellence while adhering to Service Level Commitments. You will be the primary point of contact for strategic clients, representing the product and delivering top-notch product service support. To excel in this role, you should possess: - Proficiency in Customer Satisfaction and Customer Service skills - Expertise in Customer Support and Technical Support - Client Management capabilities pertaining to customer support services - Analytical Skills for evaluating customer service data and performance metrics - Outstanding leadership and team management acumen - Experience in ticket tracking, reporting, and SLA Management - Strong verbal and written communication skills - Willingness to work on-site in Kochi - Prior experience in the healthcare technology sector is advantageous - A Bachelor's degree in Business Administration, Management, or a related field If you are passionate about driving customer service excellence, leading a dynamic team, and making a tangible impact in the healthcare technology domain, we invite you to join blueBriX as a Customer Service Support Manager.,