Salary plus Bonus
Unlimited Holidays and other benefits
MishiPay
About Mishipay:
MishiPay (https://mishipay.com/) was founded in 2015 by Mustafa Khanwala (/in) and Tanvi Bhardwaj (/in), bringing the best of the online checkout experience to physical stores.
We do this with our Scan, Pay and Go experience. Using our native apps on Android or iOS, or our web app available on Chrome or Safari, customers scan the products they wish to buy in store using their own phone and pay instantly. This eradicates the need to wait in line or touch store hardware. The current Covid-19 crisis has given us another mission to keep retail staff safe whilst giving shoppers the confidence to return to High Streets and malls.
As the world’s leading Scan and Go provider as a third party application into retailers’ stores, we work with some of the world’s largest retailers including names like MUJI, Eroski, Dufry, Spar, Londis, Decathlon, and many others. The work is challenging, hard and long and requires you to be on top of your game but if the adventure and journey excites you then this is the place for you. We want to make sure that in exchange for this commitment from our team, we offer them the best package possible in terms of options, salary and bonus linked to the success of the business. You’ll also quickly see the impact of your work as we develop our products and customers.
About this role:
We are looking for a Technical Support Manager who will be fully responsible for running and managing our customer technical support department which will include a team of support engineers.
To be qualified for this role, you must have experience managing enterprise level technical (2nd or 3rd line) support before this, for customers. This should be in a SaaS or Software product led tech business, ideally mobile applications, fast-paced and growing.
Our customers are international retailers, and problems will be raised by instore staff, head offices and end users like you and me.
You should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
You will help build a team that provides enterprise-level assistance to our customers. You and your team will research, diagnose, troubleshoot and resolve software customer issues in an accurate and timely manner while working with the different systems and platforms including our iOS, Android, Web Shopper and Dashboard Applications and any related Backend web services. You will follow standard procedures to conduct an RCA and escalate any unresolved issues internally to the appropriate departments.
Requirements
What you’ll bring along:
B.Tech/BE degree in Information Technology, Computer Science or equivalent
Proven working experience within an ecommerce, mobile apps, or similar product led tech business. You’ll have solved customer problems through offering technical support, IT support or as a technical engineer
Strong problem-solving and client-facing skills
Excellent written and verbal communication skills
Ability to provide step-by-step technical help, both written and verbal
What you’ll be doing:
Define, implement and manage technical support processes and procedures
Produce weekly and monthly summary management reports on technical support tickets and their resolution status
Manage prioritisation, escalation and resolution of support incidents to the development teams
Ensure the ticketing and documentation process for all support incidents is adhered to
Take ownership of customer issues reported on Jira Support Desk or any other internal tools and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve system issues
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Mange the online FAQ and support article knowledge base and ensure that it is regularly updated by the team
Follow the SLA for issues with respect to the severity
Communicate and coordinate with the on ground Customer Success team to ensure the best shopper and client experience in stores
You may also work as 2nd Line Support, Customer Support, OR Support Engineer, Cloud Support, Application Support.
Benefits
What we offer:
Opportunity to work in an agile environment with lean processes (fast and small iterations)
A product that makes our customers’ life easier.
Why MishiPay?
You’ll work with an inspirational multi-cultural team, based in our central London HQ, the US and Bangalore, who are redefining the retail industry globally. We offer a tight-knit, collaborative and exciting work environment, coupled with the opportunity to see the apps we develop live in action within some of the world’s largest retailers, impacting the lives of millions of shoppers. You’ll also get:
Learning and Development Monthly Allowance
Pitch Training
Online Fitness Sessions
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