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L3- Technical Support
L3- Technical Support
Foundation AI's logo

L3- Technical Support

Neha Sharma's profile picture
Posted by Neha Sharma
5 - 10 yrs
₹8L - ₹20L / yr
Remote only
Skills
skill iconPython
SQL
JIRA
confluence
Customer Support
ticketing
Customer Service

Technical Shift Lead, Customer Support

As a Customer Support Technical Shift Lead, you'll be at the forefront of managing day-to-day operations for our Customer Support team. This role requires a proactive leader with stellar communication skills and a genuine commitment to delivering outstanding customer service. The ideal candidate will possess a track record of efficiently handling internal alerts and client tickets while fostering a positive team culture.

Responsibilities:

Team Leadership:

  • Lead and motivate a team of Technical Support Engineers to achieve performance targets.
  • Provide guidance and coaching for continuous improvement.
  • Foster a collaborative and positive team culture.

Ticket Resolution:

  • Oversee the resolution of internal alerts and client tickets promptly.
  • Ensure effective handling of customer inquiries and issues by support representatives.
  • Monitor ticket queues to maintain optimal response and resolution times.

Quality Assurance:

  • Implement and uphold quality assurance standards for ticket resolution.
  • Conduct regular audits to assess the quality of customer interactions.
  • Provide feedback and coaching to enhance team performance.

Communication:

  • Collaborate with other departments to address escalated issues and coordinate solutions.
  • Communicate updates and changes in processes to the customer support team.
  • Act as a point of contact for internal stakeholders and clients.

Reporting and Analysis:

  • Generate regular reports on ticket resolution metrics, team performance, and customer feedback.
  • Analyze data to identify trends and areas for improvement.
  • Make data-driven recommendations for process enhancements.

Training and Development:

  • Conduct training sessions for new hires and ongoing professional development.
  • Keep the team updated on product/service knowledge and industry best practices.

Customer Satisfaction:

  • Monitor customer satisfaction scores and implement strategies for improvement.
  • Address and resolve escalated customer issues to ensure high levels of satisfaction.


Qualifications:

  • Eight years of proven Customer Support experience, including at least two years in a leadership position.
  • Strong problem-solving skills in a fast-paced environment.
  • Excellent communication and interpersonal skills.
  • Familiarity with customer support ticketing systems and Jira-related tools.
  • Ability to analyze data and generate meaningful reports.
  • Proactive and positive attitude committed to delivering exceptional customer service.
  • Flexibility to work in shifts, including weekends.

Education:

  • Bachelor's degree in Computer Science or equivalent work experience.

Mandatory Qualifications:

  • Python, SQL database troubleshooting and debugging, network troubleshooting skills.
  • Hands on experience of databases (SQL, PostgreSQL) and proficiency in writing advanced queries.
  • Advanced scripting skills (Python, Postman)
  • Exposure to Linux, Windows, etc.
  • Good to know about Cloud Services (AWS S3, Azure Blob, OneDrive, SharePoint).
  • Familiarity with collaboration tools (Jira, Confluence) 

If you are a dynamic leader with a passion for customer service excellence and possess the mentioned qualifications, we invite you to apply for this exciting opportunity to lead our Customer Support team. Join us in creating a positive and efficient support environment for both our internal teams and valued clients.


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Subodh Popalwar's profile image

Subodh Popalwar

Software Engineer, Memorres
For 2 years, I had trouble finding a company with good work culture and a role that will help me grow in my career. Soon after I started using Cutshort, I had access to information about the work culture, compensation and what each company was clearly offering.
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About Foundation AI

Founded :
2018
Type
Size :
100-1000
Stage :
Profitable
About
N/A
Company social profiles
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Subodh Popalwar's profile image

Subodh Popalwar

Software Engineer, Memorres
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