Platform Support Lead

3 weeks ago


Mumbai, Maharashtra, India Talent Stock Solutions Full time
Job Description:

We are seeking a highly skilled Platform Support Lead to join our team at Talent Stock Solutions. As a key member of our support team, you will be responsible for leading a team of technical support specialists to deliver high-quality support services to our customers.

Key Responsibilities:
  • Lead, mentor, and motivate a team of technical support specialists to deliver high-quality support services.
  • Oversee the resolution of customer inquiries, technical issues, and escalations in a timely and efficient manner, ensuring customer satisfaction.
  • Develop training programs and provide ongoing coaching to support team members in improving their technical skills and customer service abilities.
  • Continuously evaluate support processes and procedures to identify areas for improvement and implement solutions to enhance efficiency and effectiveness.
  • Work closely with cross-functional teams, including product development, engineering, and sales, to communicate customer feedback, escalate technical issues, and drive solutions.
  • Establish key performance indicators (KPIs) for the support team and monitor performance metrics to ensure goals are met or exceeded.
  • Maintain comprehensive documentation of support processes, troubleshooting steps, and customer interactions to facilitate knowledge sharing and continuous improvement.
  • Serve as a customer advocate within the organization, championing customer needs and driving initiatives to improve the overall customer experience.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • Proven experience in a technical support role, with at least 4 years of experience in a leadership or supervisory capacity.
  • Strong technical aptitude and proficiency in troubleshooting software, hardware, and networking issues.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders at all levels.
  • Demonstrated leadership abilities, including the ability to motivate and develop a team, set clear expectations, and drive results.
  • Experience with help desk or customer support software systems (e.g., Zendesk, Freshdesk, Jira) is preferred.
  • Knowledge of retail technology or e-commerce platforms is a plus.

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