Job Summary

Candidate with excellent client-facing skills.and decision making skills are most welcomed.

Responsibilities and Duties

Manage a team of Technical Support Engineers, who provide Technical Support to our Enterprise customers.

Responsible for managing/running 24X7 Support team and ensure a high retention rate of LoginRadius customers.

Managing escalations by engaging directly with customers when needed and by supervising engineers that respond to situations.

Lead the hiring training, and ramping of new team members.

Manage people effectively to adhere to Case Management SLAs.

Conduct structured meetings to create a cohesive environment of support operations.

Involve in improving customer-facing documents and internal knowledge base of Tech support team.

Responsible for designing and implementing an improved support process.

Select, develops, and evaluates personnel to ensure the efficient operation of the function.

Manage support Engineers across several shifts.

Set clear objectives, evaluate progress and create a high performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.

Assist in the investigation of technical issues affecting client systems and seeing through to resolution.

Required Experience, Skills and Qualifications

Proven experience of 1-3 Years in managing a 24X7 team of technical support engineers and driving operational, process and people excellence for the team.

Prior experience in a technology company and providing L1/L2 support.

Strong leadership & people management skills.

Good understanding of technical support business processes.

A self starter with the ability to work in high-pressured environment.

Strong problem-solving skills.

Excellent English communication (Written & Verbal) is a must.

Excellent time management and task prioritization skills.

Willing to work in night shift and weekend.

Job Type: Full-time

Salary: ₹900,000.00 to ₹1,200,000.00 /year

Experience:

customer service: 1 year (Preferred)

Education:

Secondary(10th Pass) (Preferred