Customer Retention/Escalation Engineer Job in Multiple locations at Phenom People
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Customer Retention/Escalation Engineer

Visakhapatnam, Hyderabad, Ranga Reddy

Start date
Starts Immediately
CTC
4.5 - 5.6 LPA
Apply By
18 Apr' 21
Fresher Job
Fresher Job
About Phenom People
At Phenom People, we believe great people build great companies. We know that there is no difference between marketing and selling products and jobs, so we took CRM best practices and applied them to talent acquisition. We built the world's first talent relationship marketing platform. TRM is an automated system for managing the talent relationship lifecycle of current and future candidates, driving awareness, interest, engagement, and acquisition. Our Phenom TRM platform aligns the objectives, priorities, and actions of candidates, recruiters, hiring managers, and talent acquisition leaders.

Phenom People strives to be the most innovative HR tech company in the world. By offering unique & engaging experiences for candidates, our platform helps put the right opportunity in front of the right person at the right time so you can continue to build phenomenal teams and achieve business goals for years to come.
About the job
Key responsibilities:

1. Understand our platform & technologies (including frontend and backend architecture) and troubleshoot customer adoption challenges
2. Own and resolve all issues with a high standard of professionalism & effectively communicate with customers via email and conference calls to find solutions for technically and functionally complex problems
3. Solve problems (at different levels) involving broad & in-depth product knowledge or product specialty (this may include support and knowledge of other products)
4. Apply in-depth troubleshooting and debugging skills, reproduce issues, work on triaging and debugging code and engage effectively with step by step instructions to reproduce the issue and findings to avoid future similar problems
5. Manage customers' expectations and experience in a way that results in high customer satisfaction
6. Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively
7. Suggest and implement improvements to internal processes and tools
8. Collaborate with technical support, site reliability, instance automation, product management, development to resolve issues by applying excellent technical and interpersonal skills to build solid cross-functional relationships
9. Maintain strong working knowledge of pre-released products and take ownership for product improvement in key product areas

Note: This is a customer success role. Coding is not involved.
Skill(s) required
Java HTML Product Lifecycle Management(PLM) English Proficiency (Spoken) English Proficiency (Written) Client Relationship
Learn these skills on Internshala Trainings
Who can apply

1. Those who are from Visakhapatnam, Hyderabad, Ranga Reddy, Hyderabad, Hyderabad and neighboring cities

2. Computer science undergraduates with masters of business administration (MBA) or B. Tech (2020/2021) degree

3. Strong communication and presentation skills

4. Ability to handle customer escalations

5. Flexibility and desire to work different shifts to accommodate the needs of the global customers

6. A natural problem solver with a desire to continually learn and grow

7. Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

8. Ability to prioritize and multi-task in a fast-paced, dynamic, and collaborative work environment

9. Knowledge of web applications (training & Phenom products will be provided)

Salary

CTC: 4.5 - 5.6 LPA

CTC breakup

1. Fixed component: 90%

2. Variable component: 10%

Perks
Informal dress code 5 days a week Free snacks & beverages Health Insurance Life Insurance
Additional Information

Interview process: Assessment test, interview & final interview

Number of openings
10

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