Bigfoot Retail Solutions Pvt. Ltd
Location
Gurgaon | India
Job description
Job Description : Tech SupportShiprocket is seeking a Tech support Engineer to be part of the technical support team responsible for helping customers answer general product questions as well as Integration related queries on the Shiprocket platform. Also, assist customers with various integration processes. This key function is part of our rapidly growing team and will present the opportunity to collaborate closely with Customer Success, Product, and Engineering to ensure customer satisfaction.We're looking for a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. The ideal candidate will have exceptional Technical Support skills, solid technical experience, and proven experience successfully growing a distributed support team at an enterprise SaaS organization. You must be nimble, highly-collaborative, and able to think on your feet. This is a great opportunity to join a rapidly accelerating organization.Responsibilities :- Manage and grow a team of Technical Support Engineers- Establish Technical support best practices and implement support processes to drive consistency across the team and enhance customer satisfaction.- Manage the activities of the team through ongoing oversight of the support queue to ensure that tickets are followed up on, kept up to date, and properly closed to ensure adherence.- Assist the team with issue resolution and act as a point of escalation when needed.- Identify recurring issues, perform root cause analysis, and provide suggestions to Engineering, Product, and Customer Education teams to drive a decrease in support tickets.- Maintain regularly scheduled team meetings.- Provide coaching and development feedback to team members.- Screen, interview and hire Technical Support Engineers.- Ensure a smooth onboarding process for new hires.Requirements :- 3+ years in a Technical Support role in an enterprise SaaS environment.- Basic knowledge of Mysql, POSTMAN, and REST APIs is a must.- Knowledge of Ecommerce Platforms like Magento, Woocommerce, Amazon, Shopify, etc.+- Excellent interpersonal and customer service skills.- Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.- Ability to deal with difficult situations and work calmly and professionally under pressure.- Logical approach to troubleshooting, including good analytical and problem-solving skills.- Experience with ticket/logging tools, e.g. Freshdesk, Jira.- Experience with writing and organizing customer-facing help documentation.- Ability to thrive in a highly ambiguous environment.- Startup experience is a major plus.- Bachelor's degree in a related field or equivalent years of relevant experience required.#NOLI (ref:hirist.tech)
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