• The CRM System now launched (and based on some of our customers’ earlier valued feedback) is 256-bit SSL secure. That means the TT number given by you, your email IDs and support issues discussed are all transmitted securely over the Internet.
• CC functionality, our customers can keep multiple team members in cc while generating or responding to a ticket. Input from all team members and users will be taken and recorded on the same trouble ticket. Helpful in collaborative, and large organisation working, right?
• Captcha enabled web interface ensures that no spam tickets are generated.

Enough said about the features, let’s take you through some typical cases of using the system:

Generation of tickets / support requests

Well, to use the system, you will need to generate a support request or as in the techie world, a ticket, right? Generating a ticket is easy.  You can either use:

1. Our web interface. For this, you’ll need to visit our webpage at https://c4c.phonon.in/support. You” get to our landing page, which you can use to either create a ticket or track an existing ticket
2. Through email. Just send us an email at crm@phonon.in. We have a cron job running that periodically checks your emails to this ID and generates a ticket on your behalf.
3. Also, if you call us and speak to any of our support team members, the first thing we will do is open a support ticket from our systems and on your behalf.

What happens when I generate a ticket?

Well, when you generate a ticket, the first thing we do is acknowledge it. We acknowledge it by generating a support ticket number. This is a unique 6-digit support number generated by our system based on which you can track the status of your ticket. The support ticket number is immediately emailed to you. In case, the support ticket is generated through the web interface, the email is sent to the person who generated the ticket and all those marked in the cc field while the ticket is generated. In case, support ticket is generated through email, we will reply-all to the email.

Once the ticket is generated, our support team members work on resolving your support request. We will thereafter keep interacting with you through email (or phone if we need clarifications) and also update you through email of all our interactions with you.

Please ensure: that when you reply back to any of our support request update emails, or send us an email regarding a support issue already opened with us, you always do a reply to one of our support ticket emails which has the support ticket number listed in the subject of the email.

Tracking your support ticket (and history of previous support tickets)

You can also track any of your support tickets raised with us or view history of all your support interactions with us. For this, in each of our emails to you, we will provide you a link that you can click to view the status of your support request. You can either click on that link, or alternately go to https://c4c.phonon.in/support and in the ‘Check Ticket Status’ fields enter your email ID and the relevant ticket ID raised by you for details.

Thanks a lot for going through this tutorial and we hope this system helps us support you even better.

ROLE:

TEAM LEAD – TECHNOLOGY OPERATIONS (Asterisk, Java, J2EE, JSP, VoIP, Linux, SQL)

QUALIFICATION:

MCA, BCA, BE (EC/CS/IT)

EXPERIENCE:

3 – 5 years.

SKILL REQUIREMENTS:

• Well-versed across platforms including web technologies like Advanced Java (including JSP, Servlet, Struts, JDBC, JAXB, Google Web Toolkit, J2ME etc), databases (MySQL / MS SQL), management of application / web servers such as Tomcat / IIS and telecom scripting tools and with knowledge of SSL, socket and event programming and TCP/IP.
• Hands-on understanding of computer hardware architecture, TCP/IP networking, Windows Operating Systems maintenance including group policies, registry editing, batch file scripting.
• Knowledge and experience on JAXB, Google Web Toolkit and Google APIs will be an added advantage.
• Should have strong ethics, communication skills and be able to demonstrate able leadership skills and be a part of organization mid management.

Desired Candidate Profile:

Hands on experience in IVR and web application development (Asterisk, VoIP, J2EE, SQL, PHP. Perl, E1/SS7, Perl, PHP) Enthusiastic, someone who wants to be an integral part of a growing business and be accountable for results.

JOB DESCRIPTION:

• Manage and lead the technology team at Phonon.
• Work profile will include complete responsibility and accountability for system design, application development, system maintenance and managing delivery and functioning of Phonon’s technology operations.
• Areas of work will include managing: Telecom Applications including computer-telephony integration, outbound dialers, click-to-call services etc.
• Web Portal including portal design, feature and content management, eCommerce Integration, customer / back-office sub-portals, 3rd party web-services integration etc.
• Ensuring tracking and managing entire project / software delivery life-cycle including proper documentation, code development, testing, user-roll-out and training.
• Ensuring team productivity and achievement of schedule / timelines.
• Team skill development and training.
• Managing and maintenance of system uptime.
• Ensuring timely customer support and problem resolution as per customer SLAs.

PLACE OF JOB:

Baroda, Gujarat

To Apply:

Kindly mail your latest resume to jobs@phonon.in mentioning your relevant experience (yrs), current job location, current CTC, expected CTC, notice period.

Also, mention “TL – Technology Operations” in the subject line while applying.

Role:

Product Manager – Internet Operations

Job Description:

• Look after overall product management of our Internet-based telecom services.
• Developing and managing product portfolio, feature set, road-map, pricing based on target sectors and company requirements.
• Coordinating with technology team for product feature development and milestone achievement.
• Coordinating with sales team for marketing collateral (offline / online) generation, pricing and proposal preparation.
• Coordinating between customer, sales and technology to ensure delivery of customer solution / POC.
• Managing online presence including: managing website / service delivery portal including content, look and feel etc.
• Being responsible for online marketing including overall look / feel / flow of site during design phase and later, development and maintenance of all marketing content on site including site content, twitter feeds, XML feeds etc.
• Manage organic site traffic through link exchange, search engine submission etc.
• Manage inorganic site traffic growth including budgeting and campaign management for referral traffic.

Candidate Profile:

• Graduates with past experience in IT (Software, Services), Internet / VoIP sales.
• 1 – 3 years hands-on exposure in technology product management / search engine optimization.
• Knowledge of web content management including Web2.0, RSS feeds content development etc.
• Excellent written and verbal communication skills.
• Exposure to Graphic Designing / Flash / Photoshop etc. will be an added advantage.
• Excellent aptitude, documentation, project planning and management skills.
• Technical knowledge / programming experience is an advantage.

Location:

Baroda

To Apply:

Please send us a copy of your latest CV to jobs@phonon.in with the the subject line of the email as  ’Product Management – Internet Operations‘. While sending your CV please also mention your current location, notice period and CTC (present and expected).