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IBASE TECHNOLOGY PRIVATE LIMITED is a premier IT solutions and service provider, providing IT services (Outsourcing, Resources and Project Management, Consultancy and software solution) to SMEs and MNCs customers. We collaborate and establish alliances with our clients in multiple industries. We invite highly self-motivated and enthusiastic individuals to join the team. (Permanent OR Contract).


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Customer Success Manager

$2500 to $4500 (Monthly)

We are looking for a customer success manager with 3 to 5 years’ working experience to be our cloud and digitalization evangelist. In this role, you will directly contribute to customers’ satisfaction and adoption of the Qornerstone platform by demonstrating the platform’s capabilities to SMEs and Enterprises with leasing, facilities, or property management operations. Your typical points of contact will be senior to entry-level staff in customers’ Finance and Operations teams. You will have the opportunity to develop deep domain knowledge in Enterprise Software applications in finance, procurements, e-payments, and property management workflows.

What you will do:

  • Serve as a trusted advisor to train customers on using the Qornerstone platform

  • Understand the Qornerstone solutions and uncover customers' needs for each solution

  • Build post-sales relationship to drive client satisfaction, retention and identify value-add opportunities

  • Work closely with the Product team to coordinate and guide customers through the set-up of our solution, and able to translate customer feedback into product requirements

  • Monitor each client's lifecycle process and touchpoints from end to end (deployment to renewals)

  • Identify and fix potential issues leveraging on strong problem-solving and critical thinking skills

  • Determine the true value of Qornerstone’s solutions by building metrics to demonstrate ROI delivered

  • Present evaluation of Qornerstone's monthly performance internally (senior management) and externally (clients)

  • Work closely with the Marketing team to identify case study opportunities and media opportunities

  • Opportunity to lead a team of customer success executives with an immediate headcount of 1 customer success executive and 2-3 by the end of Q1 2021.

What you will bring:

  • 3 to 5 years’ experience in customer success, or inside sales, or accounting/consulting in fast-paced B2B companies in the tech, digital sectors, or growth startup sectors.

  • Strong problem-solving skills

  • Excellent service attitude with the ability to be empathetic, responsive, and resourceful

  • An active listener that knows how to adjust your narrative to different audiences and situations

  • Ability to communicate in English (spoken and written) and a second language

2 years ago
Service Desk Executive

$2100 to $3500 (Monthly)

What you will do:

  • Logging: Service Desk Executive is responsible for receiving, validating, and creating a ticket for all client requests. Ensure all relevant details are captured for assigning the right priority and right resolver group assignment for faster resolutions. Ensure client SLA are tracked for each ticket and are met.

  • Tracking: Service Desk Executive tracks each ticket to gather current activity updates. The updated information on the tickets is used to provide timely & regular updates to clients.

  • Escalation: Service Desk Executive proactively analyzes and tracks the tickets to identify SLA commitments breaches for timely escalations to the right teams and levels. Where necessary Escalate exceptions to the right teams and levels.

  • Resolution: Service Desk Executive works closely with technical teams to expedite fault/ticket resolution. Ensure client contacts are timely updated on the resolution progress of the ticket. Follow up with all internal teams for resolutions within SLA aligning to the ticket priority and to ensure Zero SLA breaches.

  • Produce and use reports: Service Desk Executive/team produces reports to track SLA compliance, Ageing report, and review with respective teams for compliance and process improvements along with recommendations.

What you will bring:

  • Previous IT Service Desk and/or Call Centre experience preferred

  • Managing incidents including business expectations and communication

  • Excellent service attitude with the ability to be empathetic, responsive, resourceful, and attention to detail

  • An active listener that knows how to adjust your narrative to different audiences and situations

  • Ability to communicate in English (spoken and written) and a second language

  • Strong knowledge of Microsoft based operating systems with an emphasis on Windows and MS Office suites

2 years ago