Careers

Join us to have a successful career in the field of technology. We offer best work environment, rewarding culture and empower our employees to meet their full potential and professional growth.

Send your details at careers@ratchetinfotech.com or call at +91 172 426 44 44 / 45

Job Description
  • Developing & Implementing strategy for Digital Marketing to drive the achievement of target revenues.
  • Responsible for achieving quarterly and annual revenue targets from online channels.
  • Understanding the size and identifying growth opportunities in the online market
  • Driving increases in online traffic and achieving customer acquisition targets with maximum efficiency
  • Developing, implementing and monitoring all online marketing campaigns
  • Managing all campaign activity and producing post campaign analysis
  • Managing and driving the best possible ROI from the annual online digital marketing budget
  • Responsibility for all Online Marketing channels (paid/unpaid) including PPC, Affiliates, Display, Retargeting, SEO, Email marketing, etc.
  • Responsibility for the creation of all online content and direct communication materials
  • Day to day responsibility for managing the Online Marketing team
Desired Skills and Experience
  • Previous management experience in digital marketing environment in IT/BPO company a must.
  • Prior experience in working with Technical Support companies preferred.
  • An excellent knowledge of digital marketing and campaign management
  • A clear knowledge of all online communications media
  • A good understanding of measuring return on investment measurement of on-line activity.
  • Previous experience of successfully managing budgets
  • Self-motivated and proactive attitude towards work
Job Description
Ratchet Infotech (Tech Support Division) is into providing technical support (B2C) to US/Canada based customers. It has employee base of about 150 employees and services more than 500+ customers on daily basis. Now, Ratchet Infotech wants to get into B2B by partnering with US/UK/Australia based businesses to provide tech support to their clients. Apart from this, Ratchet Infotech wants to get into Managed IT services for the US/UK/Australia based companies.

We are looking for hardcore sales manager (hunter profile) who can generate and successfully close leads in B2B segment.

Working closely with the COO, you will be responsible for identifying opportunities, creating offerings, generating leads and securing long term strategic agreements in IT/BPO sector.

  • Designing market development strategy for US market.
  • Generating & Qualifying Leads, developing offerings, preparing proposals, delivering presentations and closing deals to secure new partnerships.
  • Managing Sales pipeline.
  • Build and maintain CXO level contacts.
  • Tracking and reporting on business development activity.
Required Skills & Experience
  • Must have 8 -10 years similar experience working for an start up IT/BPO company.
  • Results focused and self motivated business leader
  • Should be able to commit at least $0.5M in first year.
  • Exceptional written and verbal communication skills.
Level: Band 6
Experience: 3 to 6 Years
3 to 6 years of experience in reputed advertising agencies or in any firm in a similar position - preferably from ecommerce / agency / design companies.
Job Profile
Principal Duties and Responsibilities
  • To be a part of the development team in developing and designing websites and online web applications using WordPress / Magento / Joomla / Drupal / osCommerce utilizing J query, AJAX etc..
  • Develop ecommerce websites using Magento / Shopify / Amazon Web Store.
  • Developing HTML5, XHTML 1.0, CSS 2.1, CSS3.0 Div based Layouts.
  • Cross Browser Compatibility of all major Browsers Like as IE 6, 7, 8, Fire fox, Safari, Opera and Chrome etc.
  • W3C Validation with Markup and CSS.
  • WAI Compatibility in selected projects.
  • Co-coordinating with product development team for creative and new ideas
  • Responsible for increase the performance of the website.
  • Continually Monitoring Organic Search Rankings
  • Unique ideas for e-mailers, landing pages logos, banners and other new media marketing campaigns.
Required Skills - Expertise in
  • Adobe Photoshop (CS5,CS6)
  • Adobe Dreamweaver (CS5,CS6)
  • Adobe Flash (CS5,CS6)
  • Adobe Illustrator (CS5,CS6)
  • Adobe fireworks
  • CorelDraw (X5, X6)
  • HTML (4 and 5)
  • CSS (2.0 and 3.0)
  • CMS (DNN, Word press and Joomla)
Required Experience in
  • Must have developed at least 3 websites using Wordpress.
  • Must have developed at least 2 ecommerce websites using Magento/Shopify/Amazon Web Store.
  • Working Knowledge on Search Engine Optimization (On Page & Off Page), SEM, Email Marketing, Google Analytics, Google Webmaster Tools, Google Adwords etc.
  • Solid experience in preparing web/email design layouts, display banners & conversion of designs into HTML
  • Awareness of Web standards
  • Should be passionate about design, smart, innovative and should be able to meet and sometime beat deadlines effortlessly.
Education:
Minimum Qualification:
  • Bachelor’s degree from a three-year college or university
  • Diploma / Post Graduate
Salary: Best in Industry
Department: BPO – Tech support
Location: Chandigarh / Gurgaon
Key Activities
  • To ensure usage of CRM for case logging of each call.
  • Monitoring of Calls.
  • Optimum utilization of resources.
  • To ensure Heat Check done by Compliance team member.
  • Hourly check out report
  • Achieving Sales Target.
  • QA Feedback implementation.
  • Assurance of Code of conduct on the floor.
Daily Task List
  • Ensuring that all the dropped calls have been called back by the agents.
  • Ensuring that feedback calls have been placed to all the conversions happened 48 to 72 hours earlier. This is to ensure that the issue has been really fixed and the customer is satisfied.
  • Ensuring that all the agents are putting case notes as per the format.
  • Ensuring that the compliance is putting case notes as per the format.
  • Call up NCNS agents and inform HR as well. If anybody is NCNS for 3 days, inform HR to follow up and issue notice, if necessary.
  • If manpower utilization is very high and the calls are dropping, ask your supervisor for more resources.
  • Hire the backup resources asap in case any agent resigns or absconds and not likely to come back.
  • Prepare necessary reports.
  • Take action on the feedback shared by QA team.
Teamwork
  • Effective communication with the Team Leader
  • Achieve efficiency in operations and maintain work-life balance.
  • Create an environment within the team which fosters knowledge sharing and open forums
  • Develop the soft skills and technical competency by putting enrolling into trainings & PIP.
Skills/Experience Required
  • Any Bachelor’s degree. But preference will be given to the candidate having Technical Degree (IT/Computer).
  • 5-7 years experience in Technical support.
  • Should have experience in providing the technical support to international costumer.
  • Must have team handling experience.
  • Ability to develop effective working relationships with Team members.
  • Fluent business English (spoken and written) language skills.
  • Ability to bring analytical structure and solution to problematic areas.
  • An excellent attention to detail.
  • Intermediate working knowledge of Microsoft Office is essential.
Department: BPO – Tech support
Location: Chandigarh
Key Activities
  • Achieve the sales targets.
  • Improve team’s productivity and Quality.
  • Manage capacity so that all the leads (calls, chat, etc) are being handled with quality and case notes are taken care of.
  • Limiting chargebacks to 0.5% (max 1%) by ensuring high customer satisfaction.
  • Review and approve the daily reports for completeness and accuracy.
  • Making sure that the teams follows the processes and uses tools like CRM, etc.
  • Manage attrition and recruitment.
  • Assurance of Code of conduct on the floor.
Daily Task List
  • Ensure the daily updation of YTD reckoner & its analysis and accordingly recommend course of action for improvement.
  • Ensure the consolidated End of Day preparation and release of reports by the last shift TL.
  • Daily analysis of manpower utilization vs their call drops ratio and accordingly planning roster. Make sure the roster to be released by Friday for the coming week, i.e., to be implemented from Sunday after approval from supervisor.
  • Analysis of Refunds & Chargebacks on daily basis, action taken and recommend appropriate plan.
  • Review all open cases and tracking of the open cases.
  • Assurance of compliance regarding issues raised by the Quality department.
Teamwork
  • Effective communication with the Management on Operations change and goals
  • Achieve efficiency in operations and maintain work-life balance.
  • Create an environment within the team which fosters knowledge sharing and open forums
  • Develop the soft skills and technical competency by putting enrolling into trainings.
Skills/Experience Required
  • Bachelor’s degree in economics, business or accountancy
  • 8-12 years experience in technical support
  • Should have experience in providing the technical support to the international costumers.
  • Should have experience in handling the multiple teams
  • Ability to develop effective working relationships with management.
  • Essential - exposure to operations management, processes & procedures.
  • Fluent business English (spoken and written) language skills.
  • Ability to bring analytical structure and solution to problematic areas.
  • An excellent attention to detail.
  • Flexible and adaptable working style to work with multiple Team Leaders.
  • Intermediate working knowledge of Microsoft Office is essential.
Department: BPO – Tech support
Location: Chandigarh / Gurgaon
Key Activities
  • Accountable for the GL’s KRAs.
  • Analyze the GL’s team performance and suggest ways to improve.
  • Co-ordinate with other TLs for reporting and for sharing best practices.
  • Send shift report and End of Day (EOD) report to the management. End of Day report shall be consolidated report of all TLs and shall be sent by the last TL ending the day.
  • Handling escalations and co-ordinating with other departments.
  • Manage attrition.
  • Manage recruitment for the teams.
Daily Task List
  • Ensuring that GL is performing its daily tasks.
  • Ensure the daily preparation of reports.
  • Review the reports for completeness and accuracy.
  • Analyze the report and send recommendations for improvement in quality and productivity of the team to the supervisor
  • Send the weekly roster by Thursday to supervisor for the coming week, i.e., to be implemented from Sunday.
Teamwork
  • Effective communication with the Operations Manager on goals.
  • Achieve efficiency in operations and maintain work-life balance.
  • Create an environment within the team which fosters knowledge sharing and open forums
  • Develop the soft skills and technical competency by putting enrolling into trainings & PIP.
Skills/Experience Required
  • Any Bachelor’s degree. But preference will be given to the candidate having Technical Degree (IT/Computer).
  • 7-10 years’ experience in Technical support.
  • Should have experience in providing the technical support to international costumer.
  • Must have multiple teams handling experience.
  • Ability to develop effective working relationships with Team members.
  • Fluent business English (spoken and written) language skills.
  • Ability to bring analytical structure and solution to problematic areas.
  • An excellent attention to detail.
  • Intermediate working knowledge of Microsoft Office is essential.
Department: Quality –Tech Support
Location: Chandigarh
Purpose of Department: To Follow up with customer & reduces the chances of charge back.
Key Activities
  • To conduct Heat check only on initial issue resolved cases.
  • Follow up on the conversion within 48 – 72 hours of sale. If not reachable by phone, then use email.
  • Provide report on charge back related issue to Upclick.
Daily tasks
  • To handle Payment drop cases.
  • To scrub the case on daily basis No case log status should be left Open by tech respectively.
  • Need to check for Sale done cases available on board should be scrubbed and appropriate step should be taken for the same respectively.
  • Need to be updated for Open cases on daily basis for their respective teams.
  • In case a person is on leave because of any reason. Other team members have to take the50%-50% ownership to complete the work so that work should not get affected. Person who is going on leave has to hand over the work with updated records to immediate reporting Manager. In case of week off any important follow up to be done should be pre informed to reporting manager.
  • Supervisor Escalation only in terms of where customer asks for refund and Customer satisfaction is low. Not in case of Technical.
  • You have to approve the Sale in CRM in terms of case documentation should be complete.
  • Daily ANR, refund and Chargeback report should be prepared and shared with TL’s respectively.
  • Incentives slips should be verified for HC done cases.
  • CRM usage for punch in, punch out and breaks.
Skills/Experience Required
  • Any Bachelor’s degree
  • 1-4 years experience in compliance.
  • Ability to develop effective working relationships with coustomers.
  • Fluent business English (spoken and written) language skills.
  • Ability to bring analytical solution.
  • Team working experience
  • Intermediate working knowledge of Microsoft Office is essential.
Department: BPO-Tech Support
Location: Chandigarh/Gurgaon
Salary: From 0.6 -1 yrs (16K to 20 K) plus Incentives
Key Activities
  • Provide technical support to international customers through phone
  • Providing technical support related to any of the product lines like computers, laptops, Operating System (Windows, iOS, Android), browser, email, chat, anti-virus, firewall, router, printer, scanner, computer hardware, windows server, exchange server, Active Directory, Microsoft Lync, Office applications, Google Apps, Quickbooks, Quicken, Microsoft money, Adobe Acrobat, Adobe flash player, Media player, etc.
Skills/Experience Required
  • Minimum +2 certificate is required
  • 1-4 years experience in providing the technical support
  • Ability to develop effective working relationships with the costumer.
  • Should have experience to providing the technical support to the international ccostumers
  • Fluent business English (spoken and written) language skills.
  • Ability to bring analytical solution to problematic areas.
  • An excellent attention to detail.
  • Always ready to work in a team & independently
  • Intermediate working knowledge of Microsoft Office is essential.

Our address

INDIA

DLF Building, Tower-C, 2nd Floor,
Rajiv Gandhi IT Park, Chandigarh-160101
Phone: +91 172 426 44 44 / 45
Fax: +91 172 426 44 50
Email: contact@ratchetinfotech.com

USA

1827, Delaware Avenue Wilmington,
Delaware, USA-19806
Phone: +1-877-514-6954
Email: customersupport@ratchetinfotech.com

345, Plainfield Avenue Edison,
New Jersey, USA-08817
Phone: +1-732-354-3632
Fax: +1-732-354-3629

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