Technical Support Lead

1 week ago

Pune, India LotusFlare Full time

Job Description

Oversee the day-to-day operations of the support team, ensuring that service levels and response times are met. Handle escalated customer issues ensuring timely resolution. Collaborate with cross-functional teams, including Project Managers, Solution Architects and developers, to address customer needs and enhance product offerings. Develop and implement support processes, tools, and documentation to optimize the team's efficiency and effectiveness. Continually assess current communication processes, propose improvements, and implement best practices with the overall goal of providing an effective and delightful customer support experience. Conduct regular performance reviews, provide feedback, and identify areas for skill development and improvement. Analyze support ticket trends, identify root causes, and propose initiatives to enhance product reliability and customer satisfaction. Leverage prior experience in tech support for B2B2C products to establish support metrics and KPIs, generate reports, and present findings to management.

Job Requirements

Prior experience supporting B2B2C products, with a deep understanding of the unique challenges and considerations in this context. Experience working with cloud-native platforms (e.g., AWS, Azure, GCP) and virtualization technologies. Proven ability to work independently, manage multiple priorities, and adapt to a fast-paced and evolving environment. Experience working with outsourced and in-house support team members Ability to work directly with key enterprise customers during production matters

Required Skills

Bachelors/Masters degree Science/Engineering, or a significant related experience. 5+ years of experience in technical support or a similar customer-facing role. Excellent communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences. Experience in AWS, Azure, GCP) and virtualization technologies.

Benefits we have for you

Competitive salary package. Paid lunch (In the office) Medical Insurance Yearly bonus Training and workshops Top-of-the-class engineers to learn from and work with

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