• Front-End Web Development Support Specialist

    Job Locations India-Gurgaon
    ID
    2018-4459
    Function
    Customer Service/Support
  • Introduction

    CQ Roll Call, a strategic acquisition of FiscalNote, the leading technology innovator that provides advanced, data-driven issues management solutions to global businesses and governments, and a strategic investment of The Economist Group is currently seeking Front-End Web Development Support Specialist in our Gurgaon office. 

     

    In this client-focused role you will apply your technical talents to help our clients with their award winning websites. You will be responsible to trouble shoot, update, HTML, CSS and Java script etc. to resolve issues for end customers. This is a customer facing role, so strong written and verbal communication as well as a desire to help is essential.

     

    The role will be based on local hours (11:00 AM to 7:30 PM IST), with some flexibility required to cover day-to-day contact with individuals in the United States.

     

    Chosen candidates will be provided with in-house product training for the online products you will support.

     

    The role will be based on local hours with some flexibility required to cover day-to-day contact with individuals in the United States.

    Accountabilities

    In this role you would be expected to:

    • Maintain first class administration on all client accounts
    • Provide product support including but not limited to HTML, CSS code and other subscription maintenance
    • Master CQ products and provide quality customer support
    • Support client hotline and live chat features during assigned times
    • Liaise with Account Management and Customer Education Teams
    • Provide forecasts and reports to management
    • Achieve required objectives within management assigned time-frames
    • Act as a trustworthy and reliable  brand ambassador for the company
    • Process renewal paperwork

    Experience, skills and professional attributes

    To succeed in this role you must have:

     

    • Should have worked with US based client in past
    • Hands on experience on CSS and HTML of 3-4 years on papers 
    • Should be able to trouble shoot, update HTML, CSS  and Java script  to resolve the issues for end customers
    • BTech/BCA/Computer Science Graduate
    • Outstanding written and oral communication skills at both technical and end-user levels to provide customer-oriented assistance in a professional manner
    • Should be able to serve and support external and internal customers through multiple channels – emails, phone, Hangout video calls, Slack (Internal communication channel)
    • Ability to understand Customer request and provide resolution within defined turn around time (TAT)
    • Should be able to empathize,  determine customer needs, develop creative solutions to solve customer problems 
    • Ability to prioritize and multi-task according to business requirements 
    • Should be able to coordinate with onshore and offshore teams basis business needs

     

    To succeed in the role you must demonstrate:

    • Strong organizational, administrative and time management skills
    • Analytical problem solving skills
    • Excellent attention to detail
    • The ability to take initiative
    • Strong customer service ethic

    • Demonstrated experience using modern website development languages, frameworks, and coding techniques (Javascript, CSS, and HTML knowledge required)

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