Website: – www.edcast.com
Job Title: Technical Support Manager
Year of experience: 7 to 12 years
Location: Mumbai, Bangalore
Requirements
Requirements:
Experience with Salesforce or similar ticketing system.
Proactively maintain complete knowledge of all product lines, customer industries through self-study.
Good background / know how of the following;
SaaS, SSO, API and DB.
LMS, SCORM, LXP and BI.
Excellent communication skills in English.
Experience with high volume caseload.
Manage healthy relation with the clients / projects they are assigned to.
Identify customer concerns.
Derive a working solution by reviewing the customer concerns.
Generating a positive customer experience.
Move quickly to resolve support issues in a timely manner.
Comply with support processes and KPI service levels as documented.
Keep track of monthly, quarterly and yearly support metrics.
Schedule shifts to provide global support.
Address all escalations in a timely manner.
Key Result Areas include:
You Are:
A driven team player, collaborator, and relationship builder whose infectious can-do attitude inspires others and encourages great performance in a fast-moving environment.
Results orientated, motivated by success.
Self-motivated: You can work with a minimum of supervision and be capable of strategically prioritising multiple tasks in a proactive manner.
Collaborator – capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company and client.
What you need:
Competence to build and effectively manage interpersonal relationships at all levels of the company.
Exceptional professional presence and business acumen.
Graduate from a well-known institute.
Ability to multi-task.
Excellent communication skills, both verbal and written.
Enthusiastic team player with an innovative approach.
Ability to work in an aggressive and fast-moving environment where key objectives need to be met on pre-agreed timescales
Benefits
An opportunity to get ahead in your career by building a great and exciting portfolio that helps others get ahead in theirs. You will be joining a truly passionate and multicultural team willing to make a difference and positively disrupt the way learning is done within organizations.
We believe in lifelong learning. We believe we can create abundant opportunities for workforce learning and up-skilling within the organization ecosystems. We have the spark, the ambition, the drive and the passion of making an impact in the world.