Unix Shell Scripting

2 weeks ago


Bengaluru, Karnataka, India GLOINNT Full time

Experience: 2+ Years

Location:
Bangalore


Notice period:
Immediate/30 days


  • Manage the L1 Support team and work with L1 Team Leads to evaluate performance of staff within the team on an ongoing basis as well as via periodic performance reviews
  • Ensure that L1 Support provides timely and accurate support on a daily basis and ensure that all individual and team KPIs are met; alert the Director of Support to any risks which would make it impossible to meet those KPIs and work with the Director of Support to mitigate those risks
  • Identify ways to improve the customer support experience throughout the lifecycle of a ticket
  • Collaborate with the L2 Support Manager to streamline escalations between L1 and L2 and regularly monitor the health of the escalations between these groups
  • Provide customer feedback to key stakeholders in Product, Engineering, Sales, and Marketing and ensure feedback and news from these departments is communicated to the L1 Support team
  • Recruit and train new L1 Customer Advocates and monitor the performance of new hires during the onboarding period
  • Work with L1 Team Leads to continuously ensure that the professional development needs of the team are being met and that employees are happy and fulfilled
  • Demonstrated work experience as a team lead or manager in the Customer Support space
  • Experience with establishing and monitoring support metrics and KPIs, and analytics tools and techniques used therein
  • Excellent written and verbal communication skills and customer empathy
  • Strong personnel management skills and a genuine desire to make the L1 Support team a fulfilling and supportive team.


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