randstad india
permanent
specialism
information technology
reference number
JPC – 67284
job details
Desired technologies: SQL, Freshdesk, Jira, Confluence • Oversee the day-to-day operations of the Technical Support Team • Act as a senior agent who will drive customer satisfaction through customer support • Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions • Act as a mentor and provide oversight, coaching, and training to technical support staff • Be the 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. • 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. Ad on points: Good to have start up experience. 6+ years of experience with a full time Engineering Degree. B.E/B.Tec …
Desired technologies: SQL, Freshdesk, Jira, Confluence • Oversee the day-to-day operations of the Technical Support Team • Act as a senior agent who will drive customer satisfaction through customer support • Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions • Act as a mentor and provide oversight, coaching, and training to technical support staff • Be the 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. • 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. Ad on points: Good to have start up experience. 6+ years of experience with a full time Engineering Degree. B.E/B.Tec
experience
7
skills
SQL
jira
confluence
Freshdesk
qualifications
B.E/B.Tech
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