Foundation AI
Location
Hyderabad | India
Job description
Role : Technical Shift Lead, Customer SupportAs 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)
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