Responsibilities:
Manage a team of technical support professionals, including hiring, training, and coaching.
Set clear goals and objectives for the technical support team, and monitor performance against
defined metrics and service level agreements (SLAs).
Collaborate with cross-functional teams, including product development, engineering, and sales, to
identify and resolve complex rider/ops team issues.
Monitor rider/ops team feedback and satisfaction levels, and implement strategies to improve rider
experience.
Stay up-to-date with industry trends, technologies, and best practices in technical support and
customer service.
Manage and prioritize support tickets and escalations, ensuring timely and accurate resolution of
rider/ops team issues.
Develop and maintain a knowledge base of technical support solutions, troubleshooting guides, and
frequently asked questions (FAQs).
Prepare and analyze reports on technical support team performance, rider/ops team satisfaction,
and key performance indicators (KPIs).
Identify opportunities for process improvements and automation to enhance the efficiency and
effectiveness of technical support operations.
Requirements:
Bachelor’s degree in computer science, information technology, or a related field.
Proven experience in a technical support role, with at least 2 years in a leadership or management
position.
Strong technical background and knowledge of software and hardware technologies
Excellent leadership and people management skills, with the ability to motivate and inspire a team.
Exceptional customer service skills and a commitment to delivering a positive customer experience.
Excellent problem-solving and analytical skills, with the ability to resolve complex technical issues.
Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-
functional teams and communicate technical concepts to non-technical stakeholders.
Familiarity with ITIL (Information Technology Infrastructure Library) best practices is a plus.
Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously.
Job Type: Full-time
Salary: Up to ₹40,000.00 per month
Benefits:
Day range:
Shift:
Speak with the employer
+91 9723697357
: As a Linux Admin, you will support day-to-day mission critical operations of SAS’ complex global compute environments. The Global...
Apply For This JobDesign and update job descriptions Source potential candidates from various online channels (e.g. social media and professional platforms like StackOverflow...
Apply For This JobWork Location: Bangalore (Jayanagar/JP Nagar) Contract Duration:NA Job Description:Looking for candidates who have good communication skills and should have experience...
Apply For This JobOur client is a well-known Computer software Company looking for a Senior Technical Support Engineer. As a Senior Technical Support...
Apply For This JobRoles and Responsibilities Responsible for handling IT requirements from US based clients. Sourcing the Potential candidates using various Job portals...
Apply For This JobRoles & Responsibilities- 1. Provide Technical Assistance With Computer Hardware And Software 2. Talking To Clients And Computer Users To...
Apply For This Job