Total 3 customer service job vacancies in Information Technology category in VR Chennai

We are seeking a dedicated learning partner to join our global support team. The ideal candidate will be responsible for enhancing the skills of our product specialists and technical account managers, with a focus on improving soft skills and reducing escalations.Key Responsibilities:

1. Skill Development: Develop and implement training programs aimed at enhancing soft skills, problem solving, customer centricity, and behavioral aspects.
2. Escalation Reduction: Identify common causes for escalations and design strategies to reduce them through effective learning interventions.
3. Performance Tracking: Monitor and evaluate the impact of learning initiatives on the performance of product specialists and the overall efficiency of the global support team.
4. Continuous Learning: Foster a culture of continuous learning and improvement.

How we describe our team

We are a multi-talented team who owns the infrastructure of our company’s modern and seamless, customer-facing digital experience, built as an external suite of tools for our customers, vendors, service providers, and employees.  We are Configuration Engineers, System Administrators, Database Engineers, System Analysts, Product Managers, and Scrum Masters working with systems based in the Cloud and On-Prem.  We are empowered as a team to make the right decisions to support our Application Development teams, with a focus on continuous learning, adaptation, and change to ensure our company is a technology leader in the logistics industry.  We provide stable and reliable environments and tools to allow for that change with minimal impact.  We are the team ensuring the foundation is good so that the house is stable and try to have fun doing it!

Why we like it here

Communication and Collaboration with team members dedicated to the work but keeping a focus on work life balance.  Celebrating each other's accomplishments and trusting each other to provide honest feedback.  Discussing new ideas and creating the path forward together.  We strongly believe in a vision to create unlimited opportunities for our people through sustainable growth and strategic focus, inspiring our premier customer-focused logistics organization.

What are we building

Scalable system infrastructure for Development teams in two countries for one web-based application utilizing RHEL, Azure Cloud, Ansible, GitLab, Kubernetes and other technologies as we continue to grow. We set expectations to deliver best in class results with timeliness to capture eager markets, looking for innovative approaches to overcome the challenges faced by Development, Operations, Continuous Deployments, and most importantly our Customers!

Who we need and what is the System Administrator Job Description

Our System Administrator needs to be able to handle building and supporting our essential infrastructure both for on Prem (UNIX) and Cloud based (Azure) servers through support, troubleshooting, installation, and deployment.  Be creative during collaboration on best practices and ways to improve performance along with efficiency.  Possess resolve for troubleshooting complex and simple issues alike.  They will have a keen eye for recognizing inefficiency and take the initiative to simplify processes for their team and customers.  A solid understanding of automation and infrastructure as code would be desired!

Primary Responsibilities

• Utilizing Infrastructure as Code best practices, develop, maintain, and enhance systems.
• Provide recommendations to management through research and review of recent industry solutions in various UNIX related technologies.
• Perform system builds and hardware upgrades for UNIX servers with ability to utilize Ansible.
• Diagnose and isolate operating system, server-side networking, and application-related problems; create workarounds or conduct system and disk recovery as necessary.
• Create documentation and training material; provide training to others to ensure cross collaboration.
• Provide production support for servers and data storage including after-hours, on-call support.
• Perform hardware maintenance, repairs, and replacements.
• Enable and maintain system backups utilizing backup software and web-based monitoring tools.

About the role:

Nearly 50% of churn happens within the first year of the customer’s life cycle. Thus, the first year of the customer’s post-purchase period is critical in terms of them learning the product, adopting and using it for long term success. 

The Seamless Start program is an ambitious new initiative to provide a delightful experience for each and every new customer that purchases a Freshworks product, guiding and hand-holding them to drive value realization from Day 1 through product adoption and personalized engagements.

The Associate Program Manager (APM) would be responsible for implementing, scaling and continuously improving the Seamless Start customer engagement model. It would include consistent achievement of engagement, adoption and usage targets. He/She would be conducting regular analysis of the individual performance of CSMs and customer feedback, for identifying improvement opportunities in our internal processes and personnel and implement them. 

The ideal candidate for this role would be team-oriented, methodical, analytical and above all, obsessed with customers. He/ she should also possess the qualities of a mentor leader, guiding & enabling team members to excel and perform better.

Key Responsibilities:

• Develop a robust & scalable research framework for understanding customers’ business requirements and preparing a pitch and roadmap for the realization of their goals using our product(s).
• Develop a strong framework for facilitating consistency of performance across team members in terms of driving customer engagements, sign-ups for onboarding and product adoption.
• Conduct studies to find gaps in the Seamless Start process and coach team members to excel and perform better by equipping them with the right tools & skill-sets.
• Create innovative solutions and initiatives for improvement in driving product adoption and usage at scale in collaboration with business analysts.
• Setup quality audit systems to ensure consistency and delight in customer experience.
• Monitor KPIs and drive systematic initiatives.

Conduct pilots on new initiatives and improve the program through continuous improvement.