Team Lead - Web Solutions Specialist (Technical Support)

at Endurance International Group

DP
Posted by Apurva More
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Mumbai
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4 - 10 yrs
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₹9L - ₹12L / yr
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Full time
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!

About Endurance International Group

Endurance International Group is a publicly traded (NASDAQ: EIGI) technology company that helps power small and medium-sized businesses online. Through its proprietary cloud platform, Endurance provides web presence solutions including web hosting, eCommerce, eMarketing and mobile business tools to approximately 4.4 million subscribers around the globe. The company’s world-class family of brands includes Bluehost, HostGator, LogicBoxes, BigRock and ResellerClub, among others. Headquartered in Burlington, Massachusetts, Endurance employs more than 2,700 people across the United States in Utah, Texas, Washington and Arizona and in the United Kingdom, India, Israel and Brazil. It's Asia-Pacific headquarters, based in Mumbai India accounts for over 450 employees.

Founded
1997
Type
Product
Size
500-1000 employees
Stage
Profitable
View full company details
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Within 1 month


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What are we looking for?

Attitude

Skills

  • Empathy
  • Positive Attitude
  • Patience
  • Organized
  • Process Driven
  • Coachable
  • Metrics Driven
  • Attentive and Listening Skills
  • Ability to explain in uncomplicated/ simple language




About Quick Dry Cleaning

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

  • Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
  • Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS
  • Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

  • 3 Billion garments processed through QDC Dry Cleaning Cloud
  • 47 countries
  • 1000+ Paid subscribers
  • 5000+ Users
  • All this could be achieved with a nimble team of 20 from our single office in Noida

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    • Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
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Customer Support Role - Bangalore (India timings: 7-8 AM to 5 PM) We're looking for a technical support engineer to support our customers during India hours (India timings: 7-8 AM to 5 PM) with an experience of 1+ years. We're seeking a passionate and highly driven professional with prior experience of working in a software company - Prepefrable B2B. This role is ideal for someone who is consultative by nature and passionate about customer happiness. Responsibilities 1) Provide high-quality technical support over email and chat primarily to our customers across the Globe 2) Help our customers in all stages of usage of our product - during the trial, setup/configuration, and after-sales support 3) Making sure all customer issues that need resolution by the engineering team are followed through and resolved in a timely manner. 4) Keeping our Help/FAQ sections up to date. 5) Work with our engineering team to help them understand customer problems, reproduce them and fix them. 6) Work with our product team and contribute towards driving our product roadmap with real-world customer requirements Requirements 1) Very Strong written and verbal presentation/communication skills (MOST ESSENTIAL) 1) You must be great at understanding and be analyzing problems 2) You must have at least 1-year experience with customer support for a business/enterprise tool 3) You must be willing to work in the provided timings IST 7-8 AM - 5 AM) 4) You should have excellent spoken and written English communication skills 5) You should be a good writer, with the ability to help non-technical people understand technical aspects of our product. You should also be able to maintain our Help/FAQ. 6) An engineering/technical degree would be considered a strong advantage Apply with Your resume Your current CTC and expected CTC.
Job posted by
Bushra Salauddin
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