Customer Support Manager

3 weeks ago

Anywhere in IndiaMultiple Locations Optimal Virtual Employee Full time

About the Company :

Optimal Virtual Employee is the part of the Optimal Transnational Group. Optimal specializes in all forms of Digital Marketing, Online Marketing, Software Development and Mobile Application Development Services. Outsourcing your needs helps you to utilize your time, money and resources efficiently, which in return boosts your bottom lines. We work and partner with you to provide you with an entire spectrum of IT services using our years of experience and industry insights. We employ proven methodologies, tools and techniques to ensure that our clients reap the maximum benefits. Optimal has seen exponential growth through sheer hard work, determination, perseverance and an unmatchable desire to add value to their clients and provide them with expert recommendations during the association.

We at Optimal have had the opportunity to work with the biggest brands and organizations locally as well as in the UK, USA, Europe and Canada.

Why Optimal?

Work Life Balance

International exposure

Maximum Growth Opportunities

Platform to learn new technologies

On-Site Opportunities

Hiring : Customer Support Manager (US Shift)- 24x7 SaaS support- Permanent WFH

Experience : 5+ years

Shift : 6:00 PM Onwards

5 Days working

Mandatory Skills :

- JIRA, ServiceNow, network configuration, Rest API, technical graduation


- Technical support

- JavaScript

- SQL

- Rest API knowledge

- International client

- US shift

Key Responsibilities :

- Provide second-level and third-level remote technical support to internal and external customers

- Assign and troubleshoot to customer support requests received from a ticketing system through to its resolution with a positive client experience

- Maintain accurate records of all support activities, progress, actions and status

- Analyze problems and implement workarounds, ensuring minimum disruption of service to clients

- Communicate and escalate business critical issues across multiple teams

- Contribute to improvements in procedures and documentation of resolution activities for the team

- Provide an effective interface between end-users and development team by probing and identifying necessary diagnostic information to isolate a problem

- Create new trouble tickets and clearly document the defect information for use by Developers and QA Teams

- Participate in the after-hours "on-call" schedule for critical issues

- Review all system alerts to determine relevancy and urgency

Skills :

- Excellent verbal, written and interpersonal communication skills

- Troubleshooting errors generated in Internet Explorer/Chrome developer tools

- Ability to write JavaScript is an advantage

- Operating an IT Service Management system, preferably Jira and ServiceNow

- Writing SQL scripts for data queries and data patches

Knowledge :

- Has basic knowledge in Network Configuration/Debugging, Whitelisting IP, Applying Certificates, SSO, SFTP, LB, IIS Web Server

- Has working knowledge of REST API

Experience : Must have at least 4-5 years experience in 24x7 SaaS support

Perks and Benefits :

- Monday to Friday working days (Fixed Saturday and Sunday Off)

- Pick & Drop Cab facilities (for Females)

- One time Meal

- Recurring Work Incentives

- Performance based bonus

- Referral Bonus

- Rewards & Recognition

- Employee Recreational Activities

- Fun Fridays

- Team quarterly parties and Annual outings

(ref:hirist.tech)

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