Foundation AI - Technical Shift Lead - Customer Support

Role : Technical Shift Lead, Customer Support As a Customer Support Technical Shift Lead, you'll be at the forefront of managing day-to-day operations for our Customer Support team. This role requires a proactive leader with stellar communication skills and a genuine commitment to delivering outstanding customer service. The ideal candidate will possess a track record of efficiently handling internal alerts and client tickets while fostering a positive team culture. Responsibilities : Team Leadership : - Lead and motivate a team of Technical Support Engineers to achieve performance targets. - Provide guidance and coaching for continuous improvement. - Foster a collaborative and positive team culture. Ticket Resolution : - Oversee the resolution of internal alerts and client tickets promptly. - Ensure effective handling of customer inquiries and issues by support representatives. - Monitor ticket queues to maintain optimal response and resolution times. Quality Assurance : - Implement and uphold quality assurance standards for ticket resolution. - Conduct regular audits to assess the quality of customer interactions. - Provide feedback and coaching to enhance team performance. Communication : - Collaborate with other departments to address escalated issues and coordinate solutions. - Communicate updates and changes in processes to the customer support team. - Act as a point of contact for internal stakeholders and clients. Reporting and Analysis : - Generate regular reports on ticket resolution metrics, team performance, and customer feedback. - Analyze data to identify trends and areas for improvement. - Make data-driven recommendations for process enhancements. Training and Development : - Conduct training sessions for new hires and ongoing professional development. - Keep the team updated on product/service knowledge and industry best practices. Customer Satisfaction : - Monitor customer satisfaction scores and implement strategies for improvement. - Address and resolve escalated customer issues to ensure high levels of satisfaction. Qualifications : - Eight years of proven Customer Support experience, including at least two years in a leadership position. - Strong problem-solving skills in a fast-paced environment. - Excellent communication and interpersonal skills. - Familiarity with customer support ticketing systems and Jira-related tools. - Ability to analyze data and generate meaningful reports. - Proactive and positive attitude committed to delivering exceptional customer service. - Flexibility to work in shifts, including weekends. Education : - Bachelor's degree in Computer Science or equivalent work experience. Mandatory Qualifications : - Python, SQL database troubleshooting and debugging, network troubleshooting skills. - Hands on experience of databases (SQL, PostgreSQL) and proficiency in writing advanced queries. - Advanced scripting skills (Python, Postman) - Exposure to Linux, Windows, etc. - Good to know about Cloud Services (AWS S3, Azure Blob, OneDrive, SharePoint). - Familiarity with collaboration tools (Jira, Confluence) If you are a dynamic leader with a passion for customer service excellence and possess the mentioned qualifications, we invite you to apply for this exciting opportunity to lead our Customer Support team. Join us in creating a positive and efficient support environment for both our internal teams and valued clients. (ref:hirist.tech)

Location: Hyderabad, IN

Posted Date: 4/24/2024