Tech Support Team Lead
3 days ago
Company Overview: FieldAssist is a SaaS-based technology platform transforming the route-to-market capabilities of CPG companies across the value chain.
About Us: Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 550+ CPG brands.
Job Description:
Responsibilities:
- Work closely with Partners to support, train, integrate, and execute their solution through FieldAssist APIs and maintain SLA's.
- Ensure Quality Assurance to assure APIs meet the needs of those Partners.
- Improve and enhance documentation based on best practices and what you see in the field.
- Develop and lead the Technical Support team in the development of customer service, time management, and problem-solving skills ensuring world-class support for FieldAssist customers.
- Effectively service client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps.
- Develop, measure, and manage customer support metrics such as quality of service, close rates, response times, and teamwork.
- Communicate and develop relationships with the Engineering and Technical Operations teams to prioritize and address high priority technical issues.
- Identify, manage, and execute Technical Support strategic projects and initiatives.
Required Skills and Qualifications:
- A bachelor's degree with 1-3 years of work experience.
- Good command on SQL Queries.
- Experience in managing ticketing platforms like Freshdesk, Zendesk, etc.
- Experience in DevOps is a plus.
- Demonstrated ability to lead a team in a highly demanding, fast-paced environment.
- Effective communicator with the ability to manage and implement change in a dynamic environment.
- Able to empathize with customers and convey confidence, displaying superb listening skills and verbal and written communication skills.
- Demonstrated expertise in improving and managing Technical Support processes and methodologies.
Estimated Salary: $70,000 - $90,000 per annum, depending on location and experience.
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