Title: Technical Support Lead
Reports to: Project Manager
Responsibilities:
- Directly and indirectly, resolves customers' technical issues.
- Oversees and answers emails through the ticketing system (Zendesk) while providing support on a wide range of topics.
- Manages customer SLAs on issues and handles P1 and system degradation incidents.
- Reviews customer queries and requirements to provide the most optimal solution the Delivery Solutions platform has to offer.
- Coordinates technical troubleshooting with the L1 and L2 teams on issues, and directly communicates with customers.
- Able to work independently and at the same time delegate and hold individual members within the L2 Support Team accountable for their own tasks
- Oversees the Associate Technical Lead and other SSE members of the L2 Team in India by grooming them on a regular basis for effective and quality RCAs / responses on tickets
- Stays up-to-date by reading technical articles and training on new product features.
- Is solutions-minded and collaborates with internal teams to address obstacles.
- Collects and communicates relevant information to all internal stakeholders.
- Monitor Infrastructure and Integration alerts on Support Channels and respond to incident alerts and support calls
Requirements:
- Highly proficient in written and verbal English communication skills: accurate, focused and detailed.
- 6 -7 years of Customer Support, Help Desk, or Technical Support (SaaS experience preferred)
- At least 4 years using MongoDB, Express, Angular, Node (MEAN Stack)
- At least 4 years of combined experience working in AWS services / New Relic, Agile, CI/CD, DevOps environments.
- At least 2 Years of working experience with SQL and Java Technologies
- Able to master new software and systems effortlessly and quickly.
- Is analytic with the ability to quickly recognize patterns.
- Excellent multi-tasking skills and is highly productive.
- Has the proven ability to take complete ownership of problems from identification through resolution.
About Delivery Solutions
Out-of-the-box solutions are provided by Delivery Solutions to retailers, allowing them to provide customer experiences such as curbside delivery, same-day delivery, shipping, in-store pickup, and post-purchase pickup. The company collaborates with some of the most recognizable names in the retail industry, such as Michael's, Sephora, Loblaw, GameStop, Office Depot, Sally Beauty, Total Wine, Belk, and Abercrombie & Fitch.
Its SAAS-based solution is incredibly adjustable and works in combination with e-commerce sites, warehouse management systems, order management systems, and point-of-sale systems to give a highly scalable experience and a base of delighted customers. They have direct connections to the most prominent businesses in same-day delivery, like DoorDash, Uber, Postmates, and Shipt, amongst others, in addition to the most prominent shipping firms, including UPS, FedEx, USPS, and others.
Perks & Benefits @Delivery Solutions:
- Permanent Remote work - (Work from anywhere)
- Broadband reimbursement
- Flexi work hours - (Login/Logout flexibility)
- 21 Paid leaves in a year (Jan to Dec) and 7 COVID leaves
- Two appraisal cycles in a year
- Encashment of unused leaves on Gross
- RNR - Amazon Gift Voucher
- Employee Referral Bonus
- Technical & Soft skills training
- Sodexo meal card
- Surprise on birthday/ service anniversary/new baby/wedding gifts
- Annual trip
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Create and maintain technical documentation for our software products, including user manuals, technical guides, release notes, and API documentation
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Intellipaat is the leading online education provider and creates courses in collaboration with top MNCs and universities such as IBM, Microsoft, E&ICT, IIT Guwahati, SPJIMR, etc., with more than 600,000 learners and 200+ corporates across 53+ countries learning on our platform.
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Educational Qualification: MCA/ME/Msc-IT/BE/B-Tech/BCA/BSC IT in Computer Science/B.Tech
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