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.
About Foundation AI
Similar jobs
Job Description:
We are looking for an experienced SQL Developer to become a valued member of our dynamic team. In the role of SQL Developer, you will be tasked with creating top-notch database solutions, fine-tuning SQL databases, and providing support for our applications and systems. Your proficiency in SQL database design, development, and optimization will be instrumental in delivering efficient and dependable solutions to fulfil our business requirements.
Responsibilities:
● Create high-quality database solutions that align with the organization's requirements and standards.
● Design, manage, and fine-tune SQL databases, queries, and procedures to achieve optimal performance and scalability.
● Collaborate on the development of DBT pipelines to facilitate data transformation and modelling within our data warehouse.
● Evaluate and interpret ongoing business report requirements, gaining a clear understanding of the data necessary for insightful reporting.
● Conduct research to gather the essential data for constructing relevant and valuable reporting materials for stakeholders.
● Analyse existing SQL queries to identify areas for performance enhancements, implementing optimizations for greater efficiency.
● Propose new queries to extract meaningful insights from the data and enhance reporting capabilities.
● Develop procedures and scripts to ensure smooth data migration between systems, safeguarding data integrity.
● Deliver timely management reports on a scheduled basis to support decision-making processes.
● Investigate exceptions related to asset movements to maintain accurate and dependable data records.
Duties and Responsibilities:
● A minimum of 3 years of hands-on experience in SQL development and administration, showcasing a strong proficiency in database management.
● A solid grasp of SQL database design, development, and optimization techniques.
● A Bachelor's degree in Computer Science, Information Technology, or a related field.
● An excellent understanding of DBT (Data Build Tool) and its practical application in data transformation and modelling.
● Proficiency in either Python or JavaScript, as these are commonly utilized for data-related tasks.
● Familiarity with NoSQL databases and their practical application in specific scenarios.
● Demonstrated commitment and pride in your work, with a focus on contributing to the company's overall success.
● Strong problem-solving skills and the ability to collaborate effectively within a team environment.
● Excellent interpersonal and communication skills that facilitate productive collaboration with colleagues and stakeholders.
● Familiarity with Agile development methodologies and tools that promote efficient project management and teamwork.
NP – Immediate to 60 Days
Work location – Cisco Manesar Office
Experience – 2 to 10 Years.
- Strong coding Experience in programming language like Python , Java, C
- Experience of Yang data modelling
- Experience on REST/ SOAP API#s
- Experience of frameworks such as Request , Beautiful Soup
Job Description
Education : Graduation in Computer Science
Job Description :
Around 3 years of professional experience in Oracle Applications 11i / R12 as Technical Consultant.
Expertise in developing the reports using Report Builder , Discoverer and XML Publisher. Having Technical knowledge in various modules like OM , FA , GL , AP , PO , INV , AR , CM and AOL.
Oracle Database Upgrade 9i to 11g.
Database Patching , Space Management Purging Archiving , Connectivity Issue Tablespace Creation , Modification , Deletion , Troubleshooting Concurrent Manager , Monitoring Application Performance
Excellent Knowledge in Oracle (SQL , PL / SQL , Reports 10g).
Good exposure with SQL Loader.
Good Knowledge on Technical architecture and functional flow of Oracle Applications modules such as Account Payable , Account Receivables , Purchasing , General Ledger , Fixed Assets , Inventory and Order Management.
Having good experience in designing and preparation of documents likeMD70 , MD120 and TE20 as a part of Object Deliverables.
Worked on Inbound Interfaces for e.g. (AP Invoice , GL Interface , AR Invoice etc.).
Experience in designing and development of Conversion Programs to load data from Legacy system to Oracle Applications with effective validation logic and Error handling mechanism (Supplier Conversion , Item Conversion).
What We Can Offer You
● Young and fast-growing company with a healthy work-life balance
● Great culture based on the following core values
○ Ownership
○ Transparency
○ Courage
○ Customer Obsession
○ Celebration
● Lean structure and no micromanaging. You get to own your work
● The company has turned two so you get a seat on a rocket ship that's just taking off!
● High focus on Learning & Development and monetary support for relevant upskilling
● Competitive compensation along with equity ownership for wealth creation
What You’ll Do
• Provide world-class customer service to both internal and external clients in all
interactions, striving to exceed client expectations.
• Take ownership of customers issues and follow problems through to resolution
within the SLA defined.
• Drive higher NPS through quality and timely resolution of customer issues.
• Coordinate across different departments and follow-up with them to ensure timely
resolution of user service requests.
• Coordinate with other departments to understand internal processes and suggest
changes if required to improve customer service.
• Maintain an orderly workflow according to priorities
• Ability to handle a high volume of requests in a fast-paced environment
• Explain and educate users about Grip’s offerings and its benefits
• Enable RMs manage and nurture relationship with existing and potential investor
• Other duties as assigned
Your Superpowers
• Bachelor’s degree
• Have an understanding of the wealth segment and product offerings (3-5 years’ work
experience in customer service)
• Command on MS Excel
• Strong written and verbal communication skills and ability to communicate with Retail,
HNIs, family office investors would be essential
• Strong phone presence
• Prior experience in financial services industry is preferred
• Should be a team player
This person MUST have:
- BE Computer Science or equivalent
- Cloud app development experience.
- Strong Troubleshooting and debugging skills
- A strong passion for writing simple, clean, and efficient code.
- 3 years of experience with the Django framework and other backend technologies.
- Knowledge of NodeJS
- Experience with building, modifying, and extending API endpoints (REST or GraphQL) for data retrieval and persistence.
- Understand how to use a database like Postgres (preferred choice), SQLite, MongoDB, MySQL.
- Experience creating high-performance applications.
- Experience with messaging and broker tools - Rabbitmq, MQTT
- Experience with SQL and NoSQL databases
- Experience with the full software development life cycle, including requirements collection, design, implementation, testing, and operational support.
- Knowledge of web services
- Proficient understanding of code versioning tools Git.
- Hands-on experience deploying and managing infrastructure with CloudFormation/Terraform
- Experience managing AWS infrastructure.
- Hands-on experience in Linux environment.
- Basic understanding of Kubernetes/Docker orchestration.
- Manges existing infrastructure/Pipelines/Engineering tools (On-Prem or AWS) for the engineering team (Build servers/Jenkins nodes etc.)
- Experience with scrum or other agile software development methodology.
- Excellent verbal and written communication, teamwork, decision making and
- influencing skills.
- Handle customer calls/emails regarding technical issues for end-users.
- Strong communication skills
- Attention to detail.
Experience:
- Min 3 year experience
Location:
- Ahmedabad Office Or,
- Work from home
Timings:
- 40 hours a week with a rotational shift every month.
Datametica is looking for talented Big Query engineers
Total Experience - 2+ yrs.
Notice Period – 0 - 30 days
Work Location – Pune, Hyderabad
Job Description:
- Sound understanding of Google Cloud Platform Should have worked on Big Query, Workflow, or Composer
- Experience in migrating to GCP and integration projects on large-scale environments ETL technical design, development, and support
- Good SQL skills and Unix Scripting Programming experience with Python, Java, or Spark would be desirable.
- Experience in SOA and services-based data solutions would be advantageous
About the Company:
www.datametica.com
Datametica is amongst one of the world's leading Cloud and Big Data analytics companies.
Datametica was founded in 2013 and has grown at an accelerated pace within a short span of 8 years. We are providing a broad and capable set of services that encompass a vision of success, driven by innovation and value addition that helps organizations in making strategic decisions influencing business growth.
Datametica is the global leader in migrating Legacy Data Warehouses to the Cloud. Datametica moves Data Warehouses to Cloud faster, at a lower cost, and with few errors, even running in parallel with full data validation for months.
Datametica's specialized team of Data Scientists has implemented award-winning analytical models for use cases involving both unstructured and structured data.
Datametica has earned the highest level of partnership with Google, AWS, and Microsoft, which enables Datametica to deliver successful projects for clients across industry verticals at a global level, with teams deployed in the USA, EU, and APAC.
Recognition:
We are gratified to be recognized as a Top 10 Big Data Global Company by CIO story.
If it excites you, please apply.
Our client is a Community Commerce company that focuses on fashion and accessories. Their community network and technology is leading a rejig of Fashion retail and supply chain in India. Their network creates users as buyers and sellers at the same time, offering unbeatable prices on products and rewards for sharing deals across social media.
The founders are alumnus of prestigious tech and business institutes, with expertise and experience with ECommerce and distribution facilities. They have ensured quality and fashion with the factory price tag, that works best when shared rapidly with communities on social networking.
As a Jr.Customer Support Executive, you will be managing and building strong relationship with the customer.
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Providing feedback on the efficiency of the customer service process.
- Ensuring customer satisfaction and provide professional customer support
- Follow up on order status with internal teams.
- Convert Cancelled and Pending orders by calling customers.
- Effectively speaks, writes and presents clearly with persuasion.
What you need to have:
- Preferably experienced in dealing with fashion products.
- Command over MS Excel
- Enthusiasm to work with a passionate team.
- At least 1 year of working experience
- Fluency in English, Hindi, Kannada. Tamil & Telugu (preferred)
- Good E-Mail writing skills (Must)
Experience: 0 to 2 years
Annual CTC: Rupees 2,50,000 to 3,00,000
Hi dear Applicant,
Hiring for Multiple MNC Bpo’s, One day interview process, just 2 rounds of interview
Openings :
Customer Support : Voice & Non-voice
-
Health Care
-
Accounts Receivable
-
Medical Billing
-
Insurance
-
Banking / collections
-
Accounts & Finance
Technical Support : Voice & Non-voice
-
Technical Trouble Shooting
-
Hardware and Networking
-
IT Help Desk
-
Desktop Support
-
Technical Chat / Email Support
-
Application Support (Voice)
-
IT Trouble Shooting
Benefits :
-
Day / UK / US Rotational Shifts
-
15k to 35K Take home
-
Two way Transport
-
Unlimited incentive Structure
-
No registration Fees
Skills Required :
-
Should be flexible with rotational Shifts
-
Manageable or Good English Communication Skills
-
Graduates / PUC / Diploma fresher or Experience in BPO (0-8yrs) can apply
-
Candidates with Graduation Backlogs can apply.
Documents Required :
Fresher :
-
10th / 12th / Graduation all semester Marks card
-
Aadhar Card ID proof
-
Pan Cad ID
Experience :
-
Previous Companies Offer letter / relieving letter / one month pay slips
-
10th / 12th / Graduation all semester Marks card
-
Aadhar Card ID proof
-
Pan Cad ID
*************PLEASE DO REFER YOUR FRIENDS*************
• Strong knowledge of data structure and algorithms
• Ability to write complex SQL
• Familiarity with Test driven development and Continuous Integration
• Strong knowledge and hands-on with code development tools (Eclipse, GIT, Jenkins, Unit, Testing Frameworks)
• Familiar with Software development methodology like Agile methodology
• Knowledge of JavaScript and AngularJS would be a plus
• Knowledge of Java and Python
• Knowledge of Unix and shell scripting would be a plus
• Strong leadership skills
• Desire to learn and develop new tools and techniques and share with the team
• Capability to mentor junior team members
• Active involvement is required in all phases of Software Development
• Ability to establish trusted partnership with executive level stakeholders
1. To strive for continuous improvement of both technical and business knowledge
2. Engage proactively with stakeholders and other cross-functional team members in the
development of IT solutions
3. Ensure new database code meets company standards for readability,reliability and performance
4. Passionate about technology and applying it to business solutions
5. Work closely with business
The Ideal Candidate:
1. 3-6 years development experience with SQL SERVER / MySQL platforms
2. Strong Knowledge of T-SQL
3. A good understanding of data normalization,data modelling and database schema design
principals
4. Knowlegde of database optimization techniques
5. Monitor database performance , implement changes and apply new patches and versions when
required
6. Automate regular process, track issues and document changes
7. Assist developers with complex query tuning and schema refinement
8. Proven working experience as a Database administrator
9. Experience with backups,restores and recovery models
10. Knowledge of High-Availability (HA) and Disaster Recovery(DR) options for SQL Server
11. Experience on AWS technologies (RDS,EC2,EBS,S3,RedShift,Glue)
12. Experience in implementation & support of NoSQL technologies
redis,memcached,mongodb,
13. Hands on programming experience in Python
14. Ability to multi-task and work independently
15. Proficient in Waterfall & Agile development methodology especially when applied to stae-full
data environments
Good to have :
1. Experience with Financial Data, Capital Markets and Mutual funds industry/data
1. Working experience on Data Warehouse projects or exhibits sound knowledge over the concepts
1. Understanding of Distributed Systems and Parallel Processing architecture