Team Lead - Web Solutions Specialist (Technical Support)

at Endurance International Group

Team Lead - Web Solutions Specialist (Technical Support)

Endurance International Group

Company

Home

Team Lead - Web Solutions Specialist (Technical Support)

at Endurance International Group

Posted by Apurva More

4 - 10 yrs

₹9L - ₹12L / yr

Mumbai

Skills

Technical support

Web hosting

Hosting

Web

Domain controllers

Troubleshooting

Team leadership

Team Management

Endurance International Group is a technology company that powers the online presence of small and medium businesses (SMBs). Through our proprietary cloud platform, we provide solutions like web and email hosting, cloud, eCommerce and eMarketing solutions, mobile business tools, etc. We cater to approx. 4.2 million individuals and businesses across the globe to help establish and expand their online footprint.

What you’ll do

Create an inspiring team environment with an open communication culture
Monitor and track performance of direct reports
Discover training needs and provide coaching and feedback to direct reports
Listen to team members’ feedback and resolve any issues or conflicts
Drive team engagement. Suggest and organize team-building activities
Track and maintain attendance and productivity of direct reports
Take ownership of escalated issues of customers
Work with different teams to resolve customer issues
Share customer feedback and feature requests with the Product and Engineering team
Report Incidents to the relevant team and share regular updates with stakeholders until the issue is resolved.
Assist the manager in driving key metrics of the team like CSAT, SLA, FCR, etc
Build reports, analyze trends, and draw inferences from it.
Conduct the first round of interview with candidates

Who you are:

Graduate from any stream (Mandatory).
Engineering, BCA or BSc (IT or Computers) preferred
Team handling experience (Minimum 1 year).
Comfortable working in rotational & night shifts.
Work Experience: 3 to 5 years experience specifically with technical support in the web hosting industry.
Have an understanding of different hosting products such as Shared, Reseller, VPS, Dedicated Servers and addons like sitelock, codeguard, SSL etc.
Proficient in handling a variety of web hosting related issues
Ability to take ownership and work independently, handle multiple priorities, prioritize workload and meet deadlines.
Analytical and problem-solving skills - Ability to analyze large sets of data using advanced excel/analytics skills.
Ability and willingness to transfer knowledge and experience to colleagues and team members
Ability to develop and lead a team with role-modeling the right behaviors. Ability to influence others and motivate people.
Must be customer-focused with strong customer interaction skills.
Outstanding written and verbal communication skills
Ability to solve complex problems quickly, inventively, and resourcefully
Self Motivated and highly dependable individual
High degree of flexibility and agility in thought and behavior.

Why you’ll love us:

In this era of COVID-19, we believe in putting our employees first and keeping them safe. We were one of the first technology companies to make significant changes to our office environments and team interactions, including mandatory working from home and safety procedures to enter our office space. We are committed to not require any face-to-face interaction for our employees until the data shows it is entirely safe for our teams. Here is just a snippet of what we think you’ll love:

Grow together. Our exciting virtual learning & development programs never cease to amaze us. Participate in our ExpertSpeak sessions/E-learning courses to grow professionally & personally.
Work with creative & innovative teams. At Endurance, we believe in hiring the best of the best and are proud of being surrounded with people who think out of the box to only better our products, work & customer experiences.
Did someone say free domain? Building a community one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs.
Leave your worries aside! Juggling the demands of career and personal life can be stressful and challenging but don't worry! Our employee's assistance program services provide free, confidential, short-term counseling. This benefit is also extended to immediate family members.
We’ve got you covered. We are a family! From medical to life insurance, education sponsorship to interest-free loans & Flexi-leave policy - we've got your back!

What you’ll do

Create an inspiring team environment with an open communication culture
Monitor and track performance of direct reports
Discover training needs and provide coaching and feedback to direct reports
Listen to team members’ feedback and resolve any issues or conflicts
Drive team engagement. Suggest and organize team-building activities
Track and maintain attendance and productivity of direct reports
Take ownership of escalated issues of customers
Work with different teams to resolve customer issues
Share customer feedback and feature requests with the Product and Engineering team
Report Incidents to the relevant team and share regular updates with stakeholders until the issue is resolved.
Assist the manager in driving key metrics of the team like CSAT, SLA, FCR, etc
Build reports, analyze trends, and draw inferences from it.
Conduct the first round of interview with candidates

Who you are:

Graduate from any stream (Mandatory).
Engineering, BCA or BSc (IT or Computers) preferred
Team handling experience (Minimum 1 year).
Comfortable working in rotational & night shifts.
Work Experience: 3 to 5 years experience specifically with technical support in the web hosting industry.
Have an understanding of different hosting products such as Shared, Reseller, VPS, Dedicated Servers and addons like sitelock, codeguard, SSL etc.
Proficient in handling a variety of web hosting related issues
Ability to take ownership and work independently, handle multiple priorities, prioritize workload and meet deadlines.
Analytical and problem-solving skills - Ability to analyze large sets of data using advanced excel/analytics skills.
Ability and willingness to transfer knowledge and experience to colleagues and team members
Ability to develop and lead a team with role-modeling the right behaviors. Ability to influence others and motivate people.
Must be customer-focused with strong customer interaction skills.
Outstanding written and verbal communication skills
Ability to solve complex problems quickly, inventively, and resourcefully
Self Motivated and highly dependable individual
High degree of flexibility and agility in thought and behavior.

Why you’ll love us:

Grow together. Our exciting virtual learning & development programs never cease to amaze us. Participate in our ExpertSpeak sessions/E-learning courses to grow professionally & personally.
Work with creative & innovative teams. At Endurance, we believe in hiring the best of the best and are proud of being surrounded with people who think out of the box to only better our products, work & customer experiences.
Did someone say free domain? Building a community one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs.
Leave your worries aside! Juggling the demands of career and personal life can be stressful and challenging but don't worry! Our employee's assistance program services provide free, confidential, short-term counseling. This benefit is also extended to immediate family members.
We’ve got you covered. We are a family! From medical to life insurance, education sponsorship to interest-free loans & Flexi-leave policy - we've got your back!

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About Endurance International Group

Founded :

1997

Type :

Services

Size

Stage :

Profitable

About

Endurance International Group provides small business owners with web tools to establish and build their online presence, get found in online search, and connect with customers through social media, email marketing, and more. The company's commitment to fueling small businesses and ensuring their success online drives its 3,700+ employees every day. Endurance International Group operates in the web tools and services industry.

Endurance International Group's video section

Connect with the team

Sagar Nautiyal

Bobby Rathod

Priyam Agarwal

Priyanka Jain

Nadiya Shaikh

Aditya Deshpande

Amitabh Bhakri

Mustafa Kesarya

Karthik Venkatasamy

Shwetank Johri

Pratik Sawant

Apurva More

Nerella Suresh

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