Expo Bazaar Looking for Lead – Associate / Lead – Technical Support – US Region at Noida, Uttar Pradesh Full Time

Designation: Lead –Associate / Lead – Technical Support – US Region
Experience Required: 5 to 7 Years
Location: Knowledge Park II, Greater Noida
No of Openings: 02

Job Description :

• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers.
• Clearly communicate escalated issues to Tier 3 and product managers as needed
• Manage and report on all incoming technical support inquiries
• On-board all new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement
• Assist in the creation and implementation of customer self-service material and tools
• Evaluate and analyze Salesforce case trends to prevent future issues
• Proven people management and leadership skills
• Excellent communicator, both oral and written (Fluent in US English)
• Strong problem solving and communication skills
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Able to work with cutting edge technology and assimilate information rapidly
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture

Job Type: Full-time

Schedule:

Ability to commute/relocate:

• Knowledge Park II, Noida – 201310, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Preferred)

Education:

Experience:

• Technical support: 1 year (Preferred)
• total work: 1 year (Preferred)

Language: