Technical Support Lead

3 weeks ago

bangalore, India Trustt Full time
About Trustt
Trustt (formerly Novopay) was founded by Srikanth Nadhamuni (Founder CTO Aadhaar) and Gautam Bandyopadhyay (a FinTech industry veteran and former Head of Finacle Innovation Hub at Infosys). Vinod Khosla, the legendary silicon-valley venture capitalist, is our chief mentor and primary financier.
Trustt has consistently grown through the last decade and built a state-of-the-art Digital Banking Saas Platform to power new age & progressive Banks/NBFCs/MFIs/Fintechs based on cutting edge, cloud native, mobile first, AI powered systems. Our robust product portfolio is forward-looking and high up the FinTech value chain. We work with cutting edge technologies and with some of the best institutions in the banking and financial services space.
We're currently 250 people strong and growing. This gives us the agility to respond to industry opportunities while balancing our capability & capacity to truly enable our clients in their growth journeys. We believe in sustainable growth - have always been profitable and continue to be so. This is also the reason that we've never laid off talent. (yes, even through the Covid pandemic)
We have a strong leadership team that's committed to a potent vision. We intend to expand internationally within the next couple of years and see further exponential growth through this.
DESCRIPTION
Key Roles & Responsibilities
● Manage the Technical Support function and day-to-day operations, including shift, holiday
and weekend coverage.
● Mentor and coach the Technical Support Engineers to ensure alignment with other teams
with regards to processes, procedures, culture, work ethics and teamwork.
● Monitor, track and report on escalation paths for customer support issues and
enhance/develop processes to ensure follow-up with customer escalations, issue resolution,
customer satisfaction and internal product prioritization.
● Monitor, report and optimize customer support KPIs and metrics to track team goals and
drive operational efficiency.
● Execute strategic initiatives such as reducing customer friction, customer self-service, and
customer education opportunities.
● Collaborate with Project Manager, Product teams and other cross functional teams to
improve customer experience.
Key Qualifications & Skill Sets
● 8+ years of hands-on and directly managing a Technical Support team, preferably working
for the vendor side of the engagements.
● Good communication skills
● Digital Lending experience is an added advantage
● Ability to execute support processes. Have deep familiarity with tools/softwares like Jira and
Excel
● Technical skill-set - SQL, UNIX,API,Debugging skills
● Proven ability to work with product and engineering teams to improve the customer
experience.
● Experience in defining and implementing new support models, including, but not limited to,
tiered support structures, SLA-definition, and customer escalation framework.
● Self-starter who takes initiative
● Creative, analytical and results-driven, demonstrated through the ability to draw conclusions,
and trends from data analysis, make recommendations on findings and communicate
results effectively.
Life at Trustt
We are a fast-growing startup with a product-market fit with a massive opportunity.
You will have the opportunity for a massive learning curve & an accelerated career growth.
Being a flat and transparent organization, you will get full control and opportunity to drive towards a unicorn status in the next 1-2 years.
Due to our deep focus on learning & development, you will get multiple opportunities to keep up-skilling yourself.
You'll get to work with some of the brightest minds in the Industry
Trustt provides Equal Employment opportunities to all employees and applicants for employment without regard to race, colour, religion, gender identity or expression, sexual orientation, age, disability, etc.

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