Foundation AI
Location
Secunderabad | India
Job description
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.
● 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.
Job tags
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