• Answer incoming support phone calls in a professional and helpful manner. • Create new support tickets in CRM. • Update existing CRM tickets with customer communication, internal notes, DevSecOps tickets and status changes. • Assign tickets to the appropriate team members when needed. • Reply to customers with updates based on information provided by internal team members. • Follow up with customers to collect missing information, screenshots, logs, or details. • Monitor open tickets and make sure customers receive timely responses. • Help coordinate communication between customers and the internal support or technical team. • Maintain a clear and organized record of customer issues and actions taken. • Review customer issues and perform initial troubleshooting. • Search DevSecOps for similar past tickets and review previous solutions. • Use known fixes, documentation, and internal notes to help resolve common issues. • Work with other support and technical team members to determine possible solutions. • Gather technical details before escalating, such as product version, error messages, screenshots, logs, and steps to reproduce the issue. • Identify when an issue requires a technical call, deeper investigation, or code change. • Escalate complex issues to Level 3 support with clear notes and all relevant information. • Document repeated issues, common fixes, and troubleshooting steps for future reference. • Help improve the internal knowledge base by identifying patterns in support tickets.

Role Description You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you're detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reached out. If that sounds like you, this role is a great fit. How You'll Make an Impact - Guide customers through questions, concerns, or challenges they encounter while using the product or service - Listen actively to understand the root of the issue and provide clear, effective solutions - Record detailed call information for auditing, reporting, and follow-up purposes - Maintain and update customer records to ensure accurate and current information - Identify opportunities to introduce customers to new or enhanced services that meet their needs - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience Qualifications - Excellent communication skills - Strong problem-solving abilities - Detail-oriented - Ability to stay calm under pressure Requirements - Experience in customer service preferred - Ability to work from home - Full-time availability Benefits - Competitive salary - Comprehensive health benefits - Opportunities for career advancement - Supportive work environment Company Description We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. At Alorica, we’re all about putting our team members on a passionate, rewarding career path—and we work hard to craft an insanely great work environment for our colleagues. A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And where doing the right thing—and taking care of one another—is an integral part of who we are.

• Resolve technical requests in chat across HubSpot, Aircall, Stripe, and other company tools within defined SLAs • Own the support queue end-to-end: triage incoming requests, prioritize effectively, keep work in progress low, and prevent backlog buildup • Proactively escalate blocked or high-risk items rather than allowing them to stall • Support routine operational work and HubSpot administration, including workflows, automations, and reporting • Build and maintain automations across Slack, Aircall, Stripe, Zoom, and other systems • Improve internal processes using tools such as n8n, Zapier, and Google Apps Script • Identify repetitive tasks and continuously look for opportunities to streamline or automate them

Role Description As an Oracle Finance Technical professional, you will be responsible for: - Designing, developing, and maintaining Oracle-based financial systems. - Optimizing financial processes. - Ensuring data accuracy. - Enhancing overall operational efficiency. - Collaborating closely with finance and IT teams to implement innovative solutions. - Driving continuous improvement. Company Description At Zensar, we’re “experience-led everything”. We are committed to: - Conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. - Shaping experiences for better futures. Our culture is defined by: - ONE with Client - a set of four core values: One Zensar, Nurturing, Empowering, and Client Focus. Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including: - Milpitas - Seattle - Princeton - Cape Town - London - Zurich - Singapore - Mexico City We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace.