Technical Support Manager

At Shipthis, we work to build a better future and make meaningful changes in the freight forwarding industry. Our team members aren't just employees. We are comprised of bright, skilled professionals with a single straightforward goal - Evolve Freight forwarders towards Digitalized operations and help them become more efficient. 

As a company, we're just the right size for every person to take initiative and make things happen. Join us on this journey to make a difference in how Digitalization evolves the Freight Forwarding industry. 

Visit us at www.shipthis.co 

JOB DESCRIPTION 

Responsibilities: 

• Take ownership of customer issues reported and see problems through to resolution 
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues 
• Follow standard procedures for escalation of unresolved issues to the appropriate internal teams 
• Provide prompt and accurate feedback to customers 
• Ensure proper recording and closure of all issues 
• Prepare accurate and timely reports 
• Document knowledge in the form of knowledge base tech notes and articles 
• Follow the SLA for issues with respect to the severity. 

Requirements: 

• Proven working experience in enterprise technical support, IT support, or as a technical engineer is preferred 
• Must be flexible to work the Night shifts 
• Excellent client-facing skills 
• Excellent written and verbal communication skills 
• Deep knowledge of the product that the technician is supporting. 
• Basic knowledge of JavaScript and JSON is an added advantage 

Who can apply 

• Bachelor’s/master's degree in engineering/ computer science or any other domain with a strong orientation toward computer programming as part of the coursework or projects 
• Have relevant skills and interests. 
• Female candidates returning to work after a career break are strongly encouraged to apply  
• Can start the job immediately.  

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, gender, sexual orientation, age, marital status, or disability status.  

JOB SYNOPSIS 

• Job Role: Customer Support Associate 
• Location: Bangalore 
• Job type: Full-time, permanent 
• Shift:  Night Shift. 
• Experience: (0-2) years 
• Industry Type: Software Product 
• Functional Area: Software Development 

Greetings from the day!!

We are HIRING: Customer Support Executive(Voice Inbound Process)

No vacancy : 100+ (Work From office)

Job Role : Customer Support Executive

Work Location : Begumpet/Ameerpet

Language : Telugu/English/Hindi 

Salaries : - 12K - 18K

Qualification : Graduation

Eligibility : Fresher/Experienced

Job brief :-

- Handle Inbound/Outbound calls

- Identify the needs of customers, resolve issues, and provide solutions

- Maintain good customer relations

- Attend mandatory training sessions to stay updated on product or company policy changes

- Input data into the company computer platform to keep each customer record updated

Job description

• Responsible for Installation and Troubleshooting Operating System, Laptops, Desktops, Printer, Networking Device, Internet, Remote Desktop and all types of applications, drivers, and necessary updates.
• Responsible for Installation, Maintenance & Troubleshooting of Desktops, Laptop, and their operating system.
• Hands-on experience with Windows 10/11 operating system environments
• Use all means possible to assist users including by phone, via email, in-person, MS Teams or using remote support tools.
• Ability to perform remote troubleshooting and provide clear instructions.
• Knowledge of office 365, MS team, One Drive and SharePoint and anti-virus programs
• Excellent problem-solving and multitasking skills
• Address user tickets regarding hardware, software, and networking L1, etc.
• Manage and maintain IT asset inventory and documentation.

Desired Skills and Experience -

• Strong knowledge of Microsoft Windows desktop operating systems.
• Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT
• Strong knowledge of the Microsoft Office suite.
• Working knowledge of TCP/IP protocol stack, and Wi-Fi.
• Working knowledge of supporting pcs in a domain environment.
• Working knowledge of Office 365 cloud application suite
• Working knowledge of desktop imaging, application deployment, and hard drive encryption

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

• Provide hands on technical support and post-mortem root cause analysis using ITIL standards of Incident Management, Service Request fulfillment, Change Management, Knowledge Management, and Problem Management.
• Actively address and work on user and system tickets in the Service Now ticketing application. Create and implement change tickets for enhancements, new monitoring, and assisting development groups.
• Create, test, and implement Non-Functional Requirements (NFR) for current and new applications.
• Build up technical subject matter expertise on the applications being supported including business flows, application architecture, and hardware configuration. Maintain documentation, knowledge articles, and runbooks.

• Conduct real time monitoring to ensure application OLA/SLAs are achieved and maximum application availability (up time) using an array of monitoring tools.
• Assist in the process to approve application code releases change tickets as well as tasks assigned to the support team to perform and validate the associated implementation plan.
• Approach support with a proactive attitude, desire to seek root cause, in-depth analysis and triage, and strive to reduce inefficiencies and manual efforts.

What you’ll do

Roles and Responsibilities

• Manage large amounts of incoming phone calls, Identify and assess customers needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods.
• Meet customer service team call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.

Qualifying Criteria

• 6 Months to 1 Year of Past experience in customer success roles in international BPOs.
• Fluent in English.
• Strong phone handling skills.
• Ability to multitask.
• Prioritise and Manage time effectively.
• Academics - Minimum Graduate
• Age - 20 to 25 years 

About UniAcco

UniAcco is an initiative by Adventum Offshore. UniAcco is a global student accommodation platform for students actively looking to study and stay in the UK.  We are a cross-border platform and one-stop solution where students can compare, consult, and choose their accommodation from several verified properties, simply and securely. By providing concierge services to premium customers to ensure them the best hassle-free experience abroad.

• Manage incoming & outbound calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Proven customer support experience or experience as a client service representative
• Ability to multi-task, prioritize, and manage time effectively
• Strong phone contact handling skills and active listening

 Skills:-

• Should have Good Communication skill.
• Should have good knowledge of Excel.
• Should have good writing skills.