Job Title: Customer Experience Technical Lead Company Info: pewag has hundreds of years’ experience in the manufacturing of chains and their components. Since the first documented reference of its forging plant in Brueckl, Austria in 1479, the pewag group has become one of the leading chain manufacturers worldwide. Today its success is based on well-engineered, state-of-the-art quality products and providing best-in-class customer service. pewag’s primary product lines are traction chains, industrial chains, and tire-protection-chains. pewag Inc. is the North American distribution company and service center, which was founded in 1975. With pewag Inc. distribution locations in Illinois and California, and affiliated locations across the country, pewag Inc. strives to provide excellent customer service and technical support in the United States and Canada. Customer Experience Technical Lead Key Responsibilities: - Provide technical support and troubleshooting for customer applications and installed equipment - Work directly with customers to understand application requirements and recommend solutions - Assist with system design, product selection, and engineered solutions proposals - Act as the primary point of contact for technical inquiries and problem resolution - Maintain strong relationships with OEMs, distributors, and end users - Document customer issues and solutions in CRM or service systems Customer Experience Technical Lead Core Competencies: - Advanced Product & Application Knowledge (rigging, lifting, hoist & conveyor systems) - Engineered Solutions & System Design (load calculations, application fit, safety factors) - Industry Standards & Compliance (ASME, OSHA, EN, rigging best practices) - Failure Analysis & Root Cause Investigation - Technical Troubleshooting (field + application-level) - Microsoft Office Suite (Outlook, Excel, Word, Teams) - Experience with Epicor Prophet 21 Software is a plus - Salesforce Experience a plus Education and Experience Requirements: - Bachelor's Degree preferred - Previous experience, especially in rigging and lifting, preferred This position is hybrid in office or remote and based out of pewag Inc. headquarters in Bolingbrook, IL, and works Monday through Friday from 8:00am to 4:30pm, with some occasional work outside those hours. Our benefits program includes health, dental, and vision insurance, as well as disability and travel accident insurance. pewag offers a 401k retirement plan, with a company contribution up to 3% of your base salary. Pay Range: $55,000 - $85,000 per year

• Provide technical support for enterprise customers sending SMS and WhatsApp traffic into US carrier networks • Troubleshoot complex delivery failures related to carrier filtering, 10DLC compliance, short code configurations, toll-free messaging and any other type of escalation on a global scale • Analyse message logs, carrier feedback loops, and routing performance data to investigate and resolve delivery issues • Investigate issues using SMPP logs, delivery receipts (DLRs), carrier error codes, APIs, and routing diagnostics • Manage carrier and aggregator escalations related to blocking, filtering, and deliverability • Monitor messaging performance and proactively identify operational issues • Support 10DLC registration, toll-free verification, short codes, and campaign approvals • Provide guidance on TCPA, CTIA, and carrier compliance requirements • Maintain operational documentation, troubleshooting records, and knowledge base articles • Collaborate closely with Engineering, Routing, Compliance, and Customer Success teams • Participate in on-call rotations for urgent customer escalations

• Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures; • Document and offer feedback according to the given standards of QA team; • Collaborate with the support team to establish best practices and set measurable performance goals; • Create, compile, and present regular reports on key customer support quality metrics; • Develop detailed reports on agent performance, customer feedback, and overall quality trends; • Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan; • Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center; • Identify and participate in the design and improvements of the monitoring process; • Collaborate with other Customer Support professionals to improve overall customer service.

Role Description We are looking for passionate, energetic, and career-driven freshers to join our Customer Support team and begin their journey in a fast-growing, customer-first work environment. As a Customer Support Specialist, you will work directly with employers hiring on Apna and support them across calls, emails, and chats. This role is perfect for candidates who enjoy: - Problem-solving - Communication - Relationship-building - Creating great customer experiences The ideal candidate should have: - Good communication skills in English and Hindi - A customer-first mindset - A positive attitude - A strong willingness to learn CRM tools, support processes, digital platforms, and professional customer success practices Support Process Type: Blended – Call Heavy/Open to chat and email Type of Employer Queries: Churn Management, Reactivation of customer, Job posting queries. Key Responsibilities - Build strong customer support skills while working directly with employers and helping them resolve their queries. - Interact with employers through multiple channels such as calls, emails, and chats. - Provide prompt, polite, and accurate support. - Handle customer concerns with professionalism, patience, and empathy. - Create a positive customer experience. - Get hands-on exposure to digital tools such as CRM, ticketing systems, chat software, and other platforms. - Coordinate with internal teams such as Product, Sales, Marketing, and IT to escalate and resolve employer issues efficiently. - Understand customer problems, follow process guidelines, and provide effective solutions with confidence. - Willingness to work in rostered shifts (Day Shift) and open to be on camera during working hours. This is a great opportunity for freshers to start their career in customer support, work with a highly professional team, improve business communication, and develop strong problem-solving skills in a professional environment. Qualifications - Graduate with good communication skills in English and Hindi. - Confidence to interact with customers politely and professionally. - Minimum typing speed of 30 WPM. - Basic knowledge of tools like Zoom, Google Meet, and online platforms. - Laptop, stable Wi-Fi connection of at least 30 Mbps, and a dedicated work-from-home setup. - Comfortable solving customer queries, learning new processes, and working in a front-line support environment. - Flexible to work in rotational shifts, weekends, and extended hours when required. - Candidates who can join within 7 days will have an added advantage. Preferred Qualifications - Any internship or basic exposure to customer service, chat support, voice process, recruitment, CRM, or ticketing tools will be an added advantage. - Ability to understand customer concerns clearly and suggest suitable solutions with confidence. - Good written communication skills for managing chat and email support professionally. - Willingness to learn tools like Freshchat, CRM, ticketing systems, and internal platforms. - Positive team player with a strong learning mindset, ownership attitude, and eagerness to grow in a professional customer support environment.