Foundation AI

2 weeks ago

Hyderabad, Telangana, India Foundation AI Full time

Role : Senior Technical 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 data-driven 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 problem-solving skills in a fast-paced environment.

- Excellent communication and interpersonal skills.

- Familiarity with customer support ticketing systems and Jira-related 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.

(ref:hirist.tech)

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