Customer Fulfillment Engineer

Mumbai/Bangalore, India

Who we are:

ValueFirst works with businesses to help them reach out to their consumers in seamless ways. Founded in 2003, ValueFirst is a global leader in cross-channel communications.

We enable intelligent conversations across channels with our solutions:

Communication: WhatsApp for Business, Google verified SMS, Voice Solutions, Email Solutions and SMS Solutions

Automation: Drive action at any marketing stage from Awareness to Retention with Augmento, ReachRight and WhizT

Intelligence: Build NLP ready chatbots that integrate seamlessly anywhere with Surbo

ValueFirst has performed over 100 Billion interactions across platforms and is driven by 500 people across the globe. Over the years, ValueFirst has served a large customer base across BFSI, E-commerce, Retail, IT Software, Manufacturing, Internet, Automobile, Government sector, Education, Travel, Media, Hospitality, Healthcare, Consumer verticals, etc. We have offices based out of Australia, Bahrain, Bangladesh, India, Indonesia, Kingdom of Saudi Arabia, Nepal, UAE and UK.

About the team

This ‘Customer First’ team gets the client happily on-boarded and integrated with ValueFirst. They use their technical knowledge on ValueFirst products to make recommendations to customers to improve their experience further. They work closely with Product team to deliver seamless experience to mega customers during their entire lifecycle with the company, leading to long and successful relationship with ValueFirst.

Responsibilities

  • Handle the assigned customers as technical single POC, which includes: ensuring retention on technical ground, and satisfaction of the ValueFirst product and services. Proactively spot and correct any issues that could affect customer satisfaction or retention. Keeping them abreast of new products and services that could be of value to their business.
  • Create solutions basis the client requirements and get the same implemented
  • Collaborate with multiple internal teams to give the best onboarding integration experience and ensure customer satisfaction
  • Handle escalations of customers and partner with technical and engineering team to get the issue resolved ASAP
  • Presentation to customers on various products and services

Qualifications

Minimum Qualifications:

  • BE, BTech, Bachelor’s in computer science or related degree
  • Technical Knowledge and understanding on API’s, Networks, Firewall, Database
  • Strong client servicing skills; Should be able to interpret the customer requirements in a proper manner and deliver the same.
  • Strong customer handling background, follow-up, and organizational skills

Preferred Qualifications:

  • Knowledge on SMS, Email (HTML), Voice (IVR), Web notifications, Push notifications, Marketing Automation platform would be an added advantage
  • Solution centric mindset
  • Excellent presentation skills
  • Effective problem solving, and analytical skills