Customer Experience Specialist

4 weeks ago

Bengaluru, India Talent Toppers Full time

Customer Experience Engineer


We are looking for engineering resource to manage one of our Product based client's support function and also assist their CX team in handling complex technical queries and solution design efforts.


Responsibilities

An innovative engineer with extensive expertise in debugging, optimizing, and problem-solving various software functionalities. With a deep understanding of website and mobile app development, web services, scripting, and integrations, this individual thrives as the initial technical go-to person for customers encountering issues. They relish troubleshooting and finding solutions to delight customers


What will your day-to-day look like


  • Facilitate the complete end-to-end customer experience.
  • Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem-solving to technical challenges and business issues.
  • Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
  • Provide expert guidance to customers on best practices for deploying, scaling, and maintaining applications on the Ketch platform.
  • Work closely with the engineering and product teams to escalate and advocate for customer needs, contributing to improving Ketch’s services.
  • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
  • Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.


Skills and Qualifications

  • Proficient in tailoring pre-existing solutions, including websites, mobile apps, and integrations, to meet specific business requirements without requiring extensive redevelopment.
  • Proficient in RESTful and SOAP APIs, capable of identifying and addressing issues in existing API integrations, enhancing data flow, security, and efficiency.
  • Proficient in scripting languages such as Python, JavaScript, or Ruby, enabling the modification of scripts to automate processes, enhance system efficiency, and address specific needs.
  • Adept at utilizing Postman to test and troubleshoot APIs, ensuring correct functionality, identifying anomalies, and making necessary adjustments
  • Hands-on experience in creating dynamic and static websites using modern technologies such as HTML5, CSS3, JavaScript, and popular front-end frameworks like React, Angular, or Vue.js
  • Working knowledge in developing cross-platform mobile applications using tools like React Native, Flutter, or native development environments (Swift, Kotlin), ensuring consistent functionality and aesthetics across different devices
  • Extensive experience in integrating third-party services and tools into applications, enhancing functionality and providing additional features. Familiar with OAuth, API keys, and authentication protocols
  • Understanding of scalable distributed systems and experience with Container Orchestration (Docker, Kubernetes, Helm) is a plus
  • Experience in leveraging DB technologies including Oracle, MySQL, Postgres, MongoDB etc and storage technologies like Amazon S3 and Google Cloud Storage is a plus
  • Ability to build relationships across stakeholders in R&D, sales, and engineering
  • Excellent oral, written, presentation, and interpersonal skills

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