Tech Support Team Lead

3 days ago


Gurgaon, Haryana, India FieldAssist Full time

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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