Samuel D Email & Phone Number

Greater Bengaluru Area

Greater Bengaluru Area

Bengaluru, Karnataka, India

Singular empowers marketers with next-gen attribution and analytics, provides a holistic solution that combines mobile attribution with cost aggregation, flexible ROI analytics.

Bengaluru, Karnataka, India

Twilio provides programmable communication tools for SMS, MMS, WhatApp, conversations, Global voice experiences like phone calls, IVRs, call tracking, Reliable transactional and marketing email at any scale with Twilio SendGrid and Customer Data Platform.Programmable Messaging, Customer Interface, Sendgrid, Authy

Bengaluru, Karnataka, India

Smarsh provides comprehensive archiving and has compliance, supervision and e-discovery solutions for companies in highly regulated industries, including public sector and financial servicesFrontline Technical Support and Business critical support

Bengaluru Area, India

Qubole delivers a Self-Service Platform for Big Data Analytics built on Amazon Web Services, Microsoft Azure and Google Clouds/GCPMulti-Cloud (AWS, Azure, Google Cloud) | Hadoop, Hive, Presto, Spark | Big Data Activation Platform

Bengaluru Area, India

LeadSquared is a Marketing Software company helping small & medium businesses drive revenue by aligning their marketing and sales activities. Specialties:Marketing Automation, Landing Pages, Lead Management, Lead Analytics, Web Analytics, Email and SMS campaigns, Sales CRM, Lead Capture Automation

Bengaluru Area, India

Plivo is a Cloud API Platform and a Global Carrier Services Provider for Voice Calls and SMS.Offer HTTP APIs (REst) that let you add Voice (API) and SMS (API) capabilities to any web or mobile using any web standard language. We simplify the notorious complexity of the telephony business into a simple infrastructure service: Leading the support activities to deliver best-in-class Support to solve customer business challenges (SaaS) JOB ROLE:- Drives resolution and leads technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer satisfaction - Working towards developing the company’s technical support organization, including hiring, management, and professional development of support engineering staff - To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resources so that customer commitments are met - Overall action planning, resolution of issues, communication with the company’s teams, management, Sales and Account Management Teams at technical and strategic levels - Designing, developing and implementing processes, systems and technology to support and enhance the technical support function, including workflow, case management, and Continuous Improvement. - Providing regular reports for management on team activities, recommendations for process improvements and action items, assessment of team performance, and frequent updates on escalations - Working closely with the company’s product development team to diagnose, triage, and obtain product fixes or other types of resolutions for technical and business problems related to the company’s product. - Support and grow knowledge base participation both creation and maintaining content.- Account manager(Customer success) - Being a point of contact for the large accounts.- Identify areas of opportunity for training (Technical, Soft Skills, Tool based) and either facilitates the training.

Bengaluru Area, India

Intuit Data Services

Bengaluru Area, India

Responsibilities- Call monitoring and timely coaching/feedback. - Review SE’s open cases and provide technical guidance on a daily basis. - Build technical skills of SEs by providing technical and professional mentoring. - Author successful customer-satisfaction scores within the team. - Maintain a solid working relationship with MS Partner Technical Leads (PTLs) - Conduct case review meetings at least once a week. - Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. - Stay current on products, pricing, promotions, procedures, and other important issues. - Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. - Conduct weekly triages to provide technical updates and process related updates. - Address process related issues/concerns to the team. - Case scrubs (for maximum possible cases). - Communicate effectively with teams/cross-projects within MPSS to ensure high quality and timely expedition of customer requests. Apply mentoring abilities via written feedback for the knowledge betterment of Frontline SEs. - Look into the case wellness for the entire team. Keep a watch on Aged/ Idle cases. Ensure cases are handled in a proper fashion as per the process requirements. - Provide new product training as and when required. - Conduct periodic Minimum Skills Verification tests with SEs