Company: Umenit Solutions LLP
Product: RingEmAll – AI Voice Calling Platform
Location: Work from Office (Delhi NCR)
Employment Type: Full-time
Working Days: 6 Days a Week (One Weekly Off)
Shift: Rotational 24×7 Shift (Including Weekends & Holidays)
About Umenit Solutions LLP
Umenit Solutions LLP is an AI-driven technology company building innovative automation solutions for businesses. Our flagship product, RingEmAll, is an AI-powered voice communication platform that enables organizations to automate customer interactions through intelligent voice agents.
We are looking for a proactive, detail-oriented, and customer-focused professional who can manage both Customer Support and Quality Assurance (QA) activities to ensure an exceptional customer experience and maintain the highest product quality.
Key ResponsibilitiesCustomer Support
- Provide L1/L2 functional and technical support to RingEmAll customers via calls, emails, chat, and ticketing systems.
- Investigate, troubleshoot, and resolve customer-reported issues within defined SLAs.
- Monitor application performance, production alerts, and system availability.
- Diagnose issues related to AI voice calling, campaigns, telephony integrations, APIs, user management, and platform functionality.
- Log, prioritize, track, and manage customer issues using ticket management tools.
- Coordinate with Product, Engineering, QA, and DevOps teams for timely issue resolution.
- Perform root cause analysis (RCA) for recurring issues and recommend preventive actions.
- Assist customers with onboarding, product configuration, feature adoption, and usage guidance.
- Maintain accurate documentation of customer interactions, incidents, and resolutions.
- Participate in shift handovers to ensure seamless support across 24×7 operations.
Quality Assurance (QA)
- Execute functional, regression, integration, system, and user acceptance testing for new product releases.
- Prepare and maintain detailed test cases, test scenarios, and test execution reports.
- Identify, document, verify, and track software defects using bug-tracking tools.
- Validate bug fixes before production deployment.
- Perform API testing, database validation, and compatibility testing across browsers and devices.
- Collaborate closely with Product Managers and Developers during sprint planning, testing, and release cycles.
- Participate in production validation activities after deployments.
- Ensure adherence to QA standards, testing methodologies, and best practices.
- Suggest process improvements to enhance product quality and customer satisfaction.
Required Skills
- Excellent verbal and written communication skills.
- Strong troubleshooting and analytical abilities.
- Customer-first mindset with a high level of ownership.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Good understanding of software testing concepts and defect life cycle.
- Familiarity with ticketing and bug-tracking tools (Jira or similar platforms) is preferred.
- Basic understanding of APIs, databases, and web applications will be an advantage.
- Ability to work independently and collaboratively with cross-functional teams.
Eligibility
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 1–3 years of experience in Customer Support, Technical Support, Product Support, Software Testing, or Quality Assurance.
- Freshers with relevant internship/project experience and excellent communication skills may also be considered.
- Experience supporting SaaS, AI, CRM, or cloud-based products will be an added advantage.
What We're Looking For
- Passion for delivering outstanding customer experiences.
- Strong attention to detail and problem-solving skills.
- Willingness to work in a 24×7 rotational shift environment.
- Flexibility to work weekends and public holidays based on shift schedules.
- Positive attitude, adaptability, and eagerness to learn new technologies.
Why Join Umenit Solutions LLP?
- Opportunity to work on an innovative AI product – RingEmAll.
- Exposure to AI, Voice Automation, Cloud Technologies, and SaaS products.
- Collaborative and learning-focused work environment.
- Career growth opportunities in Product Support, QA, and Product Operations.
- Hands-on experience with cutting-edge AI solutions and enterprise customers.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Application Question(s):
- What is your current monthly salary, expected monthly salary and notice period?
- Are you willing to work rotational shift?
Education:
Experience:
- Customer Support/TS/PS and QA/Testing: 3 years (Required)
Work Location: Remote
