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User Support & Case Operations Analyst

India
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Job Description
Company
Role overview:
  • Responsible for managing structured user support workflows and ensuring timely, accurate case resolution.
  • Ensures every reported issue is tracked, escalated when necessary, and resolved within defined timelines.
  • Contributes to improving support systems through documentation, analysis, and feedback loops.
  • Acts as the primary bridge between users and internal teams to maintain service reliability and trust.
Required skills:
  • Strong communication skills with the ability to handle sensitive or high-pressure situations professionally.
  • Familiarity with CRM or helpdesk management systems.
  • Ability to prioritize tasks and manage multiple active cases simultaneously.
  • High attention to detail and documentation discipline.
Key Responsibilities
  • Handle incoming user queries, reports, and service requests through defined support channels.
  • Maintain detailed documentation of user interactions and resolution outcomes.
  • Monitor case resolution timelines and ensure closure within service standards.
  • Contribute to refining support SOPs and escalation protocols.
Educational qualification:
  • Bachelor's degree in Business Administration, Management, Communications, Public Administration, or a related discipline is required.
  • Degree is preferred but skills, ownership, and mindset matter more.
Good to have:
  • Prior experience in customer support, operations, or case management roles.
  • Exposure to ticketing systems and structured escalation frameworks.
  • Experience working in fast-paced, tech-enabled environments.
  • Understanding of service-level agreements (SLAs) and response benchmarks.

DECTIFY is an AI-powered security and surveillance platform focused on building intelligent, scalable safety systems for modern environments.

We combine advanced computer vision, real-time processing, and system design to transform traditional surveillance into actionable intelligence.

What DECTIFY Represents
  • AI-based detection and monitoring systems
  • Real-time analytics and alerting infrastructure
  • Integrated hardware and software ecosystems
  • Scalable solutions for institutions and enterprises
  • Continuous innovation in applied computer vision

We operate with the discipline, structure, and standards expected from a global technology organization.

Our Mission

Current surveillance systems are largely reactive relying on manual monitoring and delayed responses.

DECTIFY is designed to address this gap by enabling:

  • Real-time identification of events
  • Faster and more informed decision-making
  • Improved operational efficiency across security systems

Our goal is to build reliable, intelligent infrastructure that enhances safety across campuses, organizations, and urban environments.

Our Approach

We focus on:

  • Strong engineering fundamentals
  • Scalable and efficient system architecture
  • Data-based decision making
  • Clean and functional product design
  • Continuous system improvement
Working at DECTIFY

We maintain high standards in how we build and operate.

  • Clear ownership and accountability
  • Attention to detail in execution
  • Fast-paced, outcome-oriented environment
  • Collaborative and structured workflows
  • Long-term focus on impact and quality
What This Means

At DECTIFY, you’ll work on systems that are designed for real-world deployment at scale.

We are building solutions that aim to improve safety, efficiency, and intelligence across physical environments.

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