Technical Shift Lead

1 week ago

Hyderabad, Telangana, India Foundation AI Full time

Role :
Technical Shift Lead, Customer Support


As a Customer Support Technical Shift Lead, you'll be at the forefront of managing day-to-day operations for our Customer Support team.

This role requires a proactive leader with stellar communication skills and a genuine commitment to delivering outstanding customer service.

The ideal candidate will possess a track record of efficiently handling internal alerts and client tickets while fostering a positive team culture.


Responsibilities :

Team Leadership :

  • Lead and motivate a team of Technical Support Engineers to achieve performance targets.
  • Provide guidance and coaching for continuous improvement.
  • Foster a collaborative and positive team culture.

Ticket Resolution :

  • Oversee the resolution of internal alerts and client tickets promptly.
  • Ensure effective handling of customer inquiries and issues by support representatives.
  • Monitor ticket queues to maintain optimal response and resolution times.

Quality Assurance :

  • Implement and uphold quality assurance standards for ticket resolution.
  • Conduct regular audits to assess the quality of customer interactions.
  • Provide feedback and coaching to enhance team performance.

Communication :

  • Collaborate with other departments to address escalated issues and coordinate solutions.
  • Communicate updates and changes in processes to the customer support team.
  • Act as a point of contact for internal stakeholders and clients.

Reporting and Analysis :

  • Generate regular reports on ticket resolution metrics, team performance, and customer feedback.
  • Analyze data to identify trends and areas for improvement.
  • Make datadriven recommendations for process enhancements.

Training and Development :

  • Conduct training sessions for new hires and ongoing professional development.
  • Keep the team updated on product/service knowledge and industry best practices.

Customer Satisfaction :

  • Monitor customer satisfaction scores and implement strategies for improvement.
  • Address and resolve escalated customer issues to ensure high levels of satisfaction.


Qualifications :

  • Eight years of proven Customer Support experience, including at least two years in a leadership position.
  • Strong problemsolving skills in a fastpaced environment.
  • Excellent communication and interpersonal skills.
  • Familiarity with customer support ticketing systems and Jirarelated tools.
  • Ability to analyze data and generate meaningful reports.
  • Proactive and positive attitude committed to delivering exceptional customer service.
  • Flexibility to work in shifts, including weekends.

Education :

  • Bachelor's degree in Computer Science or equivalent work experience.
Mandatory

Qualifications :

  • Python, SQL database troubleshooting and debugging, network troubleshooting skills.
  • Hands on experience of databases (SQL, PostgreSQL) and proficiency in writing advanced queries.
  • Advanced scripting skills (Python, Postman)
  • Exposure to Linux, Windows, etc.
  • Good to know about Cloud Services (AWS S3, Azure Blob, OneDrive, SharePoint).
  • Familiarity with collaboration tools (Jira, Confluence)


If you are a dynamic leader with a passion for customer service excellence and possess the mentioned qualifications, we invite you to apply for this exciting opportunity to lead our Customer Support team.

Join us in creating a positive and efficient support environment for both our internal teams and valued clients.
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