Bloomreach is the world’s #1 Commerce Experience Cloud, empowering brands to deliver customer journeys so personalized, they feel like magic. It offers a suite of products that drive true personalization and digital commerce growth, including:

  • Discovery, offering AI-driven search and merchandising
  • Content, offering a headless CMS
  • Engagement, offering a leading CDP and marketing automation solutions

Together, these solutions combine the power of unified customer and product data with the speed and scale of AI optimization, enabling revenue-driving digital commerce experiences that convert on any channel and every journey. Bloomreach serves over 850 global brands including Albertsons, Bosch, Puma, FC Bayern München, and Marks & Spencer. Bloomreach recently raised $175 million in a Series F funding round, bringing its total valuation to $2.2 billion. The investment was led by Goldman Sachs Asset Management with participation from Bain Capital Ventures and Sixth Street Growth. For more information, visit Bloomreach.com.

 

Our India team is a critical product development and innovation hub for the company, with many of the company’s key products and technology initiatives created and developed by this team. Bloomreach Search and Merchandising (brSM) was built and shipped out of our India office.

We are currently allowing flexibility for all our employees to work from home until it is deemed safe for us to return back to the office.

Become an IT Help Desk Support member for Bloomreach! You will be a part of our technical help desk team by providing excellent service and resolving all technical issues for our employees.

Our company provides the best digital experience for the top international e-commerce companies. Your work will impact hundreds of millions of customers in the online space. You will work in our Bangalore offices and from home on a full-time basis, and be part of the GIST (Global Information Security & Technology) Team.

Tasks and responsibilities

Remote

  • Serve as the first point of contact for users seeking IT support over email, chat and phone
  • Complete ticketed support items in a timely fashion along with recorded detailed notes and events
  • Assist with onboarding & offboarding of users
  • Aid users through IT troubleshooting and problem-solving process for online SaaS platform, Windows and macOS operating systems and hardware
  • Administer cloud services e.g. Google Workspace (formerly G Suite), Slack, JumpCloud, Jira, Office365, and more
  • Direct unresolved issues to the next level of IT support
  • Be creative, take your own initiative and solve challenging problems

Onsite

  • Organize company-owned desktop & laptop hardware inventory on-site by printing and applying label asset tags to hardware assets
  • Physically examine and evaluate returned company hardware from employees to determine if service repairs are required prior to redeployment or if retirement from inventory is warranted
  • Initiate computer wipe and OS reinstallation on returned company hardware (macOS, Windows 10-11)
  • Maintain IT asset inventory by recording and tracking company-owned desktop & laptop hardware both on and offsite using cloud-based asset management software
  • Identify, analyze, and address gaps in inventory processes by performing and documenting periodic hardware asset audits
  • Maintain office-specific documentation and KBs on the support of on-site hardware and relevant applications

Requirements

Technical

  • 2+ years of customer service experience in an enterprise corporate setting in an onsite and remote capacity
  • Must have the ability to diagnose, troubleshoot and resolve basic to intermediate technical issues
  • Proven ability to document and explain technical processes to both skilled, internal team members and external laymen users seeking IT support
  • Flexible and adaptable; able to work under pressure and continually context switch
  • Nice to have: 1+ years of experience with any IT ticketing systems. Ex: Zendesk, ServiceNow, Jira, Service Desk
  • Nice to have: 1-2 years of previous experience with any of the following SaaS platforms: Google Workspace, Office 365, JumpCloud, Okta, Atlassian Jira

Professional

  • Strong proficiency in English
  • Customer-service oriented with excellent written and verbal communication. You empathize with those who come to you with their issues and make sure they understand you care about those problems
  • Confident and willing to deal with emerging problems, immediate tasks and long-term projects
  • Must be organized, self-motivated, professional, responsive and have a sense of urgency
  • Have a passion for constantly learning new technologies, trends and opportunities
  • Have a keen eye for detail; are the type of person who often spots overlooked issues and anticipates upcoming potential problems
  • Comfortable performing various technology focused office tasks (troubleshooting office printer, changing toner, troubleshooting office TVs, power cycling conference room equipment and wireless access points, etc)

More things you'll like about Bloomreach:

Culture:

  • A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. 

  • We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. 

  • We believe in flexible working hours to accommodate your working style.

  • We work remote-first with several Bloomreach Hubs available across three continents.

  • We organize company events to experience the global spirit of the company and get excited about what's ahead.

  • We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*.

  • The Bloomreach Glassdoor page elaborates on our stellar 4.6/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5

Personal Development:

  • We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.

  • Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.*

  • Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins.

  • Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*

Well-being:

  • The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.*

  • Subscription to Calm - sleep and meditation app.*

  • We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.

  • We facilitate sports, yoga, and meditation opportunities for each other.

  • Extended parental leave up to 26 calendar weeks for Primary Caregivers.*

Compensation:

  • Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.*

  • Everyone gets to participate in the company's success through the company performance bonus.*

  • We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.

  • We reward & celebrate work anniversaries -- Bloomversaries!*

(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)

Excited? Join us and transform the future of commerce experiences!

If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.

 #LI-Remote

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