Customer Support Lead

2 weeks ago

Noida, Uttar Pradesh, India Dmi Innovations Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key responsibilities:

  • Lead and manage a team of 5 support engineers, providing guidance, training, and mentorship.
  • Schedule and coordinate shift rotations to ensure continuous support coverage (24/7).
  • Oversee and prioritize the support ticket queue, ensuring timely responses and resolutions.
  • Coordinate with internal teams to escalate and resolve critical issues.
  • Notifying customers as necessary
  • Act as an escalation point for high-priority or complex issues, ensuring customer satisfaction and retention.
  • Maintain regular communication with customers, providing status updates and feedback.
  • Generate and review daily, weekly, and monthly support performance reports.
  • Collect and analyze feedback to identify areas for improvement in support processes.
  • Implement and monitor KPIs such as response time, resolution time

Qualifications:

  • Bachelor's degree in Information Systems, Computer Science, or relevant experience.
  • 8+ years of experience in a customer support role, with at least 3+ years in a supervisory or lead position.
  • Proven experience in managing 24/7 support operations and teams.
  • Required: Familiarity with support ticketing systems and KPIs (e.g., SLA adherence, CSAT).
  • Required: Over 3 years of experience with Linux (Windows experience is a plus).
  • Required: Over 3 years of experience with SQL/NoSQL databases.
  • Required: Proficiency in diagnosing and resolving basic technical issues.
  • Required: Fluent in both spoken and written English.
  • Required: Willingness to work shifts, including one weekend per month (24/7 shifts).
  • Required: Exceptional communication skills.
  • Required: Customer-focused and able to remain calm under pressure.
  • Preferred: Proven experience with Java programming.
  • Preferred: Experience with ITIL or other support management frameworks.

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