Phenom People Looking for Technical Support Lead-SME CX at Hyderabad, Telangana Full Time

Job Requirements

Shifts: We operate 24×7 which can involve working during one of the below shifts (not limited to – shift timing might change based on business requirements)

AMER hours – (EST – 5.30 PM/ 6.30 PM IST or PST – 9 PM/ 10 PM IST onwards depending on Daylight Savings Time)

EMEA hours – 12:00 PM/ 1 PM / 2 PM IST onwards depending on Daylight Savings Time

APAC hours – 5.30 AM IST onwards

Job Description

We are looking for an outstanding Technical Support Lead to become a Candidate Experience (CX) Subject Matter Expert within our Global Customer Care team. The Phenom Technical Support Lead will deliver our customers with a phenomenal support experience. This technical role allows you to learn more about Phenom’s CMS and its corresponding CSS, html and UI. You will be solving client problems, addressing client escalations, providing proactive support advice and process updates, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers – and solve more problems. You will own and manage the customer experience via phone and written communication. You will collaborate with other subject matter experts, Engineering (Product Groups), or Management. At Phenom People you’ll have the opportunity to wear a lot of hats. Additional responsibilities, needs, or projects can vary each day, so you’ll need to be flexible and willing to serve the team in whatever capacity may be needed. This is one more reason why people say they enjoy working here!

Your qualifications

You have intermediate HTML, CSS and JavaScript knowledge

You are a critical thinker, quick learner, and can adapt in an agile fast paced environment

You have excellent problem solving skills that allows you to understand complex and ambiguous problems

As a Technical Support Lead in this role, we need a candidate who can understand our proprietary Content Management System (CMS) product and recommend new tools and/or enhancements for existing tools

You excel in troubleshooting and demonstrate curiosity in all aspects of problem solving

You are skilled in providing superior customer support across a complex organization

You obsess over customer experience

You have excellent written and verbal communications skills

You can work independently using the knowledge base

You have strong collaboration skills and experience working with cross-functional teams

You are passionate about Web design, Content Management System (CMS), self help, technical documentation and have a deep understanding about Knowledge Centered Service (KCS)

Work Experience

What You’ll Be Doing…

You will be responsible for monitoring and handling our customers requests, troubleshooting, solving issues, developing support documentation (both internal/external), understanding our products, and continuously looking for ways to improve the support experience.

Effectively communicate with customers via email, phone and other electronic methods to ensure client’s effective use of Phenom products. Maintain excellent relationships with customers by applying superb customer service and technical skills. Perform in-depth troubleshooting to identify the root cause while understanding the customer’s skill level and communicating with them in the manner most appropriate. Use excellent judgment in when and how to communicate with customers for maximum effectiveness and customer satisfaction.

Lead support case resolution efforts for customer cases by using skills in troubleshooting and debugging and identifying the root cause. Build strong cross-functional working relationships with Engineering, Product Management, and Customer Success teams.

Motivate Support Engineers to provide first-class support to Phenom’s growing customer base.

Identify gaps, trends, and areas of improvement for skill and/or process development.

Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.

Review daily priorities and take appropriate action to ensure results are achieved.

Utilize and create Knowledge Base articles to solve customer issues, researching the Knowledge Base as a step in the troubleshooting process.

Analytical and abstract thinking skills; a natural problem solver! Review and create reporting for holistic ticket and Support Engineer monitoring.

Ability to switch between multiple tasks and priorities quickly and most efficiently.

Follow-up on and take responsibility for unresolved issues and client escalations.

Remain aware of new product developments and provide input to management on customer service and support challenges.

Phenom Support is staffed 24/7 which may require your availability for after-hour coverage, weekend, holiday, or emergency coverage.

Partner with clients and help them optimize the use of Phenom Solutions/ software by using skill in listening and understanding the customer’s request thoroughly combined with in-depth technical knowledge to assist them in the manner most appropriate. Lead support case resolution efforts for customer cases by using skill in troubleshooting and debugging, identifying root cause, communicating bugs to Sustaining Engineering in a manner that requires little to no additional research on the part of the Engineer. Build strong cross-functional working relationships with Engineering and Product Management.

Extensively research and document customer software and technical issues as Knowledge Base articles as appropriate. Take a leadership role in moving Self Service and Proactive Support forward by contributing substantially to the ongoing development of the Knowledge Base as well as make recommendations to improve self-service support systems.

Collaborate with Product Engineering etc to resolve issues by applying excellent technical, customer service, and interpersonal skills in building solid cross-functional relationships.

Mentor Technical Support Specialists in researching, resolving and documenting customer server issues, including bug reports, etc.

Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate.

Maintain appropriate case- and customer-related files and record,

Prioritize customer cases and company projects effectively, communicating priorities and plans to management

Education/Experience/Knowledge/Skills

Every Phenom People Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Education B.Tech/BE/MCA degree in Computer Science or equivalent technical or quantitative degrees required, advanced degree preferred.

Experienced 5+ years experience of relevant professional experience with development and Support to achieve operational excellence.

Highly Technical, Strong understanding of relational databases, non relational databases (MongoDB), HTML, CSS, Javascript, Kibana, AWS, API. Deep understanding of Java based application, SaaS software and administration, including troubleshooting experience with Web based applications. You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution.

Good understanding of technical trends, SaaS based software application architectures and highly motivated to know more about latest technologies and new software products.

Team player with good communication skills and interpersonal skills. Responsible for interacting with business partners to identify information needs and business/technical requirements for reports.

Understanding our platform, technologies (including frontend and backend architecture) and troubleshooting for customer adoption challenges.

Passion for technology and thrives in a fast-paced, ever-changing environment!

Benefits

Competitive compensation and good additional benefits/perks

Gain experience rapidly both in Technical front and also Customer/Business context front

Opportunity of direct interactions to work-with & learn-from executive team

Fast-paced work environment

Opportunity for growth

About PhenomPeople:
Phenom People delivers the Phenom Talent Experience Management (TXM) platform to transform the talent journey from interested candidates to thriving employees to enthusiastic brand advocates, while helping HR break the stereotype of being a cost center instead of a revenue generator.

#LI-RS3