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Product Support - Technical Lead (Saas)
Product Support - Technical Lead (Saas)
Kriyadocs's logo

Product Support - Technical Lead (Saas)

ADHVICKA PV's profile picture
Posted by ADHVICKA PV
5 - 10 yrs
₹3L - ₹10L / yr
Chennai, Tamilnadu
Skills
skill iconXML
XSLT
skill iconJavascript
SQL
Product support
Customer Support

Who are we?

Kriyadocs is a leading document workflow SaaS platform focused on the publishing industry. Technology is at the core of our evolution – we’ve consciously striven to always stay ahead of the curve in its adoption to provide best-in-class capabilities for our clients and our employees. This ethos is reflected in our vision and mission.

Our Vision: To make publishing all content as simple as clicking a button and become the partner of choice for individuals and organizations looking to share knowledge.

Our Mission: Provide a fantastic experience to authors, content publishers and our own employees through technology and innovation, by publishing high-quality content seamlessly and quickly. We deliver Happy Authors and Happy Employees.


What will you be doing?

- Leading and managing our Customer Support team with regular 1-1s and identifying the training needs.

   -  Looking for more technical support person with troubleshooting and product bug fixing experience.

- Coaching the team to improve and striving to give our customers the best experience.

- Planning and implementing customer support strategy whilst leading by example providing first class customer support.

- Brainstorming and implementing process improvements to increase efficiency in customer service operations.

- Measure and enhance customer experience with data-led decisions and tracking KPIs.

- Coordinating with CS/Product/Engineering teams to ensure that escalated customer support issues are resolved quickly and efficiently.

- Leverage technical support skills, including writing scripts and basic bug fixes, to assist customers effectively.


What are we seeking in you?

- 5+ years of experience in Customer Support for a B2B SaaS platform company.

- You are obsessed with delivering exceptional customer experiences, creating and implementing strategies backed up with metrics.

- You understand operational processes and how to build teams and reporting structures.

- You have a rapid ability to learn & teach others.

- You have strong written and verbal communications.

- You have excellent attention to detail, alongside the ability & willingness to work quickly.

- Technical support experience, including scripting and basic bug fixes, is a must.

- If you have knowledge of XML, XSLT, SQL Javascript and/or experience in publishing domain, it would be an added advantage.

This is a work from office opportunity, and you will be working out of our office in Chennai.


What is it really like to work here?

At Kriyadocs, every Kriyator is driven by our culture at the core to

· Deliver Excellence - Deliver Delight

· Stay Curious - Stay Driven

· Dream Big - Rise Together

You could also be a Kriyator, if you are

· Fearless in taking on challenges

· Focused on learning, demonstrating new skills and working towards successful outcomes

· Fanatical in taking pride and responsibility in all your work


Why should you join us?

· Industry Leading Product - We are the leading platform in our space and have several large global brands as our customers.

· Create an impact - We give you the environment to transform your ideas into reality and create fantastic experiences for our customers.

· Budding & Agile team - We are a growing team with love for learning, constant quest for quality and are outspoken about ownership.

 

As Customer Support Lead at Kriyadocs, you will be at the forefront of ensuring our customers receive top-notch support and technical assistance. You will manage and lead our Customer Support team, focusing on both traditional support and technical problem-solving. The candidate should be a self-starter, a good collaborator, and must have a bias for action. They should be comfortable with ambiguity and the challenges within a growing startup. If this excites you, we want to talk to you!

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Shubham Vishwakarma

Full Stack Developer - Averlon
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About Kriyadocs

Founded :
2004
Type :
Products & Services
Size :
100-1000
Stage :
Profitable

About

Kriyadocs is the preferred publishing automation platform for several leading book and journal publishers. It enables authors, editors, copy-editors, proof-readers, typesetters and other key stakeholders in the publishing ecosystem to effortlessly collaborate towards producing rich, high quality content, faster. Kriyadocs was launched in 2014 and has 30,000+ happy users globally. To know more about product features or to setup a demo, visit us at www.kriyadocs.com. Our parent company is Exeter Premedia Services.
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We are surrounded by the world's leading consumer companies led by technology - Amazon for retail, Airbnb for hospitality, Uber for mobility, Netflix and Spotify for entertainment, etc. Food & Beverage is the only consumer sector where large players are still traditional restaurant companies. At Rebel Foods, we are challenging this status quo as we are building the world's most valuable restaurant company on the internet, superfast. The opportunity for us is immense due to the exponential growth in the food delivery business worldwide which has helped us build 'The World's Largest Internet Restaurant Company' in the last few years. Rebel Foods current presence in 7 countries (India, Indonesia, UAE, UK, Malaysia, Singapore, Bangladesh) with 15 + brands and 3500+ internet restaurants has been built on a simple system - The Rebel Operating Model. While for us it is still Day 1, we know we are in the middle of a revolution towards creating never seen before customer-first experiences. We bring you a once-in-a-lifetime opportunity to disrupt the 500-year-old industry with technology at its core.

We urge you to refer to the below to understand how we are changing the restaurant industry before applying at Rebel Foods.

 

https://jaydeep-barman.medium.com/why-is-rebel-foods-hiring-super-talented-engineers-b88586223ebe">Link

https://jaydeep-barman.medium.com/how-to-build-1000-restaurants-in-24-months-the-rebel-method-cb5b0cea4dc8">Link 1

https://medium.com/faasos-story/winning-the-last-frontier-for-consumer-internet-5f2a659c43db">Link 2

https://medium.com/faasos-story/a-unique-take-on-food-tech-dcef8c51ba41">Link 3


An opportunity to revolutionize the restaurant industry

 

Here, at Rebel Foods, we are using technology and automation to disrupt the traditional food industry. We are focused on building an operating system for Cloud Kitchens - using the most innovative technologies - to provide the best food experiences for our customers. 

 

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We’re excited about you if you have:

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  • Excellent programming skills in one or more languages: Java, C#, C++, Typescript, Javascript, Python or Ruby
  • Experience working in Cloud environments: AWS, Azure, GCP
  • Experience building secure, configurable, observable services
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  • The ability to collaborate effectively within and across engineering, product and business teams

 

We value engineers who are:

  • Crazy about customer experience
  • Willing to challenge the status quo and innovate
  • Obsessed with quality, performance and frugality
  • Willing to take complete responsibility and ownership of results
  • Team players, teachers, mentors

 

The Rebel Culture

We believe in empowering and growing people to perform the best at their job functions. We follow outcome-oriented, fail-fast iterative & collaborative culture to move fast in building tech solutions. Rebel is not a usual workplace. The following slides will give you a sense of our culture, how Rebel conducts itself and who will be the best fit for our company. We suggest you go through it before making up your mind.

https://www.slideshare.net/">Link 4

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