Team Lead Client Service

About us:

Navaera currently has an opening for an Team Lead Client Service Technical Support Enginner in our Vadodara, Gujarat office. Navaera Software Services Pvt. Ltd. ("NSS") is a division of Navaera Worldwide, LLC ("Navaera Worldwide") that provides software development and support services to Navaera clients around the globe. NSS was established in 2014, and has grown to a total headcount of 30 developers and support staff.

Job Summary:

At Navaera, the Team LeadClient Service Technical Support Engineer will be primarily responsible for providing ongoing support to the end-users by translating system issues into a business consumable message and translating business needs into systemic and operational solutions. The individual in this role will have a solid understanding of the business and lead problem-resolution for systems escalations by driving discussions and recommendations, clearly communicating business needs to the IT teams and technical solutions in a user-friendly, professional manner to partners to drive efficiencies and outcomes on behalf of the enterprise.

Key Responsibilities:

• Be a strategic partner by understanding the business perspective and how the Services systems support running of the business
• Lead triage and customer remediation activities associated with production system issue
• Identify and analyze potential problems; looking for root causes and solutions
• Effectively escalate issues, communicating with the team and business partners around current problems and driving toward resolution
• Provide and/or review reporting/analytics on service systems
• Collect end-user feedback and applying learning's to drive systematic enhancements and process efficiencies
• Identify process improvement opportunities and partner with Operations and cross-functional partners to help drive improvements in employee efficiency and client experience
• Serve as a subject matter expert on service systems including how the systems and tools impact or help run the business
• Provide system support (both legacy and future state) from production to implementation (including analysis and triage) and perform system maintenance on business configurable items
• Analyze configuration requests and identify and collaborate with partners as needed to gain alignment
• Provide system expertise as needed during design and conduct user acceptance testing (UAT) on new functionality, clearly communicating concerns and/or approval
• Demonstrate excellent communication and interaction skills with multiple types of audiences and partners of varying technical ability
• Successfully communicate technical information to the business in a manner that is clearly articulated to a non-technical audience (and vice-versa)

Required Qualifications and Experience

Basic Qualifications:

• 3+ years of experience in retail, services or related area
• 3+ years of business and technical experience to support business operations
• 1+ years of experience in driving and implementing successful operational effectiveness
• 1+ years of direct leadership experience (people or resources which includes leading projects)

Preferred Qualifications:

• Bachelor's Degree
• 1+ years of experience in data analytics
• 1+ years of project management experience
• 2+ years of experience with SQL
• 2+ years of experience with Java in a support role
• Effective communication skills (written, verbal, presentation and facilitation)
• Ability to partner and lead a group of peers and leaders to drive decisions and outcomes
• Ability to understand and explain technical concepts
• Strong problem-solving/analytical abilities
• Proven ability to drive positive change
• Proficient in Microsoft Office platform (Word, Excel, PowerPoint, etc.)
• Experience in a fast-paced, high volume environment.

Job Type: Full-time

Pay: ₹600, ₹1,500,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• What is Notice Period in Days?
• What is your current annual CTC?
• What is your Expected CTC?
• Are you comfortable working in Night shift (06:30 PM to 03:30 AM)

Work Location: In person

Expected Start Date: 03/02/2025