Join Our Team

Job title: Customer Care Specialist
Work Location: Colombia
Experience: 6 months +
Education Qualification: High School
No of openings: 12

Roles and Responsibilities:

• Answers inbound phone calls, Chat and emails from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up.
• Documents details of customer interaction into system.
• Drives customer loyalty by providing excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
• Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled.

Required and Desired Skills:

• Advanced English
• Team building and learning.
• At least 6 months of experience in Customer Service
• Great communication skills and interpersonal skills
• Good analytical and problem solving skills

Job title: Technical Support Engineer

Work Location: Dalian, China

Experience: Minimum 1.5 years

Qualification: Bachelor’s degree in computer science, Engineering or equivalent

No of openings: 1

Roles and Responsibilities:

• Handles first level calls/cases from SL3/SL4 customers

• Case ownership, documentation and management

• Customer Management, Setting right expectation, Situation handling

• Driving case progression as per the SLA

• Utilizing tools and systems

• Working with relevant groups in the client organization (SE, Support Manager, L3) for case

progression and updates

• Backlog Management and meet the expectation set with customers

• Work on pending cases(backlogs) and drive towards closure

• Periodic follow up as per SLA defined by the client

• Process, Queue Adherence and SLA awareness

• Adhere to the process guidelines specified for the defined environment (SIP, ISO etc.)

• Knowledge Base Article Creation when there is an opportunity for it

• To contribute knowledge base and the knowledge sharing forum

• Improving customer experience and Building relationship

• Completing ACE and PCNSE certification within 120 days of go-live

Qualifications & Experiences::

• Bachelor’s degree in computer science, Engineering or equivalent or demonstrated skill

and/or related industry experience

• Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP,

FTP, TFTP).

• Experience in VLANS, Tagging – IEEE 802.1q, 802.3ad, 802.1d, 802.1w.

• Experience in IPSEC VPN/SSL-VPN/NAT/GRE/

• Experience on routing protocols – RIP V1/V2, OSPF, and BGP

• Knowledge on Authentication Protocols like TACAS/RADIUS/802.1x

• Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWALL, NetScreen, Juniper

SRX will be an advantage.

• Experience on troubleshooting tools like Sniffer, Ethereal, and Wireshark.

• CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.

• Knowledge of DHCP.

Language:

• Fluent English ability & Korean ability

Job title: L2 Mid Technical Support – GoLang
Work Location: Hyderabad
Experience: 4-6 Years
Education Qualification: Any Degree
No of openings: 6-7

Roles and Responsibilities:

• Project Lifecycles on development & maintenance projects, estimation methodologies, quality processes.
• Coordinate and work with client Engineering team / Tool owners.
• Good understanding of SDLC and agile methodologies is a pre-requisite
• Define strategies to provide world class support to end-users’ queries
• Logical thinking and problem-solving skills along with an ability to collaborate
• Act as the point of contact for escalations and handle them as per the escalation procedures         documented
• Ready to learn and adapt to new technologies, tools / applications, processes, and escalation procedures
• Participation in ad-hoc and recurring meetings
• Shifts: 24*5 (Rotational Monthly)

Required Skills

• Graduate and above in any field
• 5+ years of experience in application development framework and DevOps
• Good interpersonal, communication (English – verbal and written) and presentation skills
• Able to analyze the data, make data-driven decisions and should have an eye for detail
• Proficiency in the below tools will be preferred
• Dev Ops – Release Management, Puppet, Chef, Jenkins.

Good to have:

• Knowledge on Code repository such as Git and Github
• Knowledge on Code release management tools
• Cloud Applications (with Single Sign-On)
• knowledge of architecture frameworks, and design principles; ability to decipher & manage technology, performance engineering.

Technical Skillsets

• GoLang – Min Exp 2 Yrs
• Having good exposure in Jenkins for CI (Continuous Integration)
• Having good exposure to Release Management, Puppet, Chef,

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Job title: L2 Sr. Technical Support – Java/Python
Work Location: Hyderabad
Experience: 6-9 Years
Education Qualification: Any Degree
No of openings: 6-7

Roles and Responsibilities:

• Project Lifecycles on development & maintenance projects, estimation methodologies, quality processes.
• Coordinate and work with client Engineering team / Tool owners.
• Ability to perform project planning and scheduling, manage tasks and coordinate project resources to meet objectives and timelines
• Ability to work with business and technology subject matter experts to assess requirements, define scope, create estimates, and produce project charters
• Good understanding of SDLC and agile methodologies is a pre-requisite
• Define strategies to provide world class support to end-users’ queries
• Logical thinking and problem-solving skills along with an ability to collaborate
• Act as the point of contact for escalations and handle them as per the escalation procedures documented
• Take responsibility to coach, train and help team members to meet the skills required to do the job
• Ready to learn and adapt to new technologies, tools / applications, processes, and escalation procedures
• Participation in ad-hoc and recurring meetings
• Should be able to manage a team and handle cross functional communications
• Shifts: 24*5 (Rotational Monthly)

Required Skills:

• Graduate and above in any field
• 6+ years of experience in application development framework and DevOps
• Good interpersonal, communication (English – verbal and written) and presentation skills
• Able to analyze the data, make data-driven decisions and should have an eye for detail
• Proficiency in the below tools will be preferred
• Expert in one or more programming languages such as Java, J2EE, Spring, etc.
• Proficiency with Java, Java Beans, Java Servlets, and JavaScript.
• Sound knowledge of Linux and Shell scripting
• Sound knowledge in DevOps tools such as Jenkins, Kubernetes, Docker/Ansible and CI / CD deployment
• Knowledge on Code repository such as Git and Github
• Knowledge on Code release management tools
• Cloud Applications (with Single Sign-On)

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Position Title: Customer Service Representative

Location: Romania

Working Hours: 8AM to 5PM EEST Monday thru Friday (5×9); may be required to work other shifts to meet customer needs

Experience 

• Minimum 6 months -1 year of demonstrated customer service-oriented experience

Functional Skills 

• High level Integrity, understand & abide by our business practices
• Willingness to learn (LOB specific product/service, policies & processes), execute and improve
• Ability to effectively navigate through desktop tools, applications and websites
• Basic Knowledge on MS Office
• Excellent Problem solving skills with proficiency in identifying issues by performing Root cause analysis
• Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
• Ability to utilize various documentary and personnel resources to craft case-specific action plans
• Ability to work with a sense of urgency
• Ability to spot and report areas for continuous process improvement
• This role is temporarily remote due to COVID-19.
• You must be able to work assigned shifts during the center’s hours of operation: 8AM to 5PM EEST Monday thru Friday (5×9)
• Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred.

Soft Skills:

• Must possess excellent oral and written communication skills in German/French/Italian + English
• Ability to express precisely and with clarity
• Excellent listening & Probing Skills
• Exhibit strong interpersonal techniques – is positive, pleasant, respectful and customer focused
• Ability to express empathy and exhibit a desire to help others
• Provide case handling that is unique and based on each individual customer’s specific needs and schedule
• Ability to de-escalate difficult customer issues to full resolution
• Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
• Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite and provide excellent customer service
• Preferred to have trouble-shooting experience with VoiP/Cloud PBX systems / cloud telephony technology
• Ability to handle high volume of tikets, phone calls, and chats.
• Being a true team player is a must.