Senior Associate Engineer

Mumbai | Operations | Full-time

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About us

 

Cogno AI by AllinCall is an Omnichannel Cloud Communication-as-a-Service that uses a combination of ChatBots, Live Agent Chat, Cobrowsing, and Video Calling to provide a Delightful Customer Experience across all Digital Channels. 

We work with 45+ large Enterprise clients (ICICI Group, Kotak Group, HDFC Group, State Bank Group, Aditya Birla Group, Bajaj Group, etc). 

We are on a mission to build the best Communication Solutions for Businesses to help them with a delightful Customer Experience. 

 

 

What you will do?

 

 

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients
  • Diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
  • Provide enterprise-level assistance to our customers.

What we look for?

 

  • Good understanding of computer systems, mobile devices and other tech products
  • Experience of over 2-3 years in a similar role
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field

Must have:

 

  1. Proactive, Prompt, and Responsive. 
  2. Strong sense of responsibility and ownership. 
  3. Ability to learn things quickly and pick up the domain well. 
  4. Common sense and general aptitude. 

 

Why do you want to join?

 

  • Get a chance to shape your career in one of the fastest-growing spaces - Artificial Intelligence, Machine Learning, and other new-age technologies.
  • Get a chance to work with some of the largest enterprise clients like ICICI Bank, HDFC Bank, Kotak Mahindra Bank, etc., and understand their business model and operations.
  • Best of both worlds - Work experience of a startup and branding of Fortune 500 companies!
  • Very fast-paced growth environment. You tend to learn and grow at a 2x rate minimum!
  • Work with an incredible team that has created products for big BFSI enterprises (one of the toughest markets to crack!), which the customers love!
  • Lots of creative freedom!
  • Lots of fun at the workplace. Frequent fun activities to make work even more enjoyable :)
  • Fantastic company culture. No politics. Just pure work and play!
  • Very approachable and helpful seniors and peers.