Unix Shell Scripting

1 week ago

Bengaluru, India GLOINNT Full time

**Role: Unix Shell Scripting**

**Experience: 2+ Years**

**Location: Bangalore**

**Notice period: Immediate/30 days**
- Manage the L1 Support team and work with L1 Team Leads to evaluate performance of staff within the team on an ongoing basis as well as via periodic performance reviews
- Ensure that L1 Support provides timely and accurate support on a daily basis and ensure that all individual and team KPIs are met; alert the Director of Support to any risks which would make it impossible to meet those KPIs and work with the Director of Support to mitigate those risks
- Identify ways to improve the customer support experience throughout the lifecycle of a ticket
- Collaborate with the L2 Support Manager to streamline escalations between L1 and L2 and regularly monitor the health of the escalations between these groups
- Provide customer feedback to key stakeholders in Product, Engineering, Sales, and Marketing and ensure feedback and news from these departments is communicated to the L1 Support team
- Recruit and train new L1 Customer Advocates and monitor the performance of new hires during the onboarding period
- Work with L1 Team Leads to continuously ensure that the professional development needs of the team are being met and that employees are happy and fulfilled
- Demonstrated work experience as a team lead or manager in the Customer Support space
- Experience with establishing and monitoring support metrics and KPIs, and analytics tools and techniques used therein
- Excellent written and verbal communication skills and customer empathy
- Strong personnel management skills and a genuine desire to make the L1 Support team a fulfilling and supportive team.

**Job Types**: Full-time, Regular / Permanent

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Banglore, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 2 years (preferred)
- Unix Shell Scripting: 2 years (preferred)
- L1 Support: 2 years (preferred)

**Speak with the employer**
+91 6362289292

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