- Along with Customer happiness, we take employee happiness very seriously and it's core to our DNA. You must truly enjoy a startup environment where we move fast, adjust the organization as needed, and be adaptable to change.
Roles & Responsibilities :
- Reporting to Manager Senior Manager of Customer support.
- Team leadManager Technical support will work with a variety of teams, Customer Success and Technology.
- Develop an organization that attracts and retains talented employees.
- Focus on ensuring employees feel valued and invested in their work.
- Manage a team of high-end Technical support Engineers and responsible for ensuring all SLAs are met
- Should be abreast to take over escalated tickets and communicate with customers
- Ensure policy adherence and performance metrics are achieved
- Communicate feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
- Mentor team members and facilitate career development
- Provide daily, weekly and monthly reports to the team and leadership about the team's performance on various metrics
- Manage client escalations and find resolution
- Perform quality checks for the team by auditing calls and emails and provide feedback to individual members of the team.
Skills Required :
- Team leader Manager Technical support must have excellent customer handling skills and team management as their primary focus is driving resolution to Technical customer queries.
- Must have : Knowledge of SQL, HTML and API Integration
- Must have : A minimum of 3 years of team managing experience
- Should have overall 8-10 years of experience in a technical support international voice process, supporting US, UK or Australia clients.
- Should have spent at least a year managing a group of 15 or more FTE full time in the role of a team manager or team leader.
- Should be well versed with service scorecards, six sigma concepts for managing service delivery ( certification and live project experience a plus )
- Excellent communication skills (verbal and written)
- Should be a self-starter and must possess an excellent performance track record with present employer
- Strong business acumen, ethics and high integrity
- Candidate must rank within the top 10% of their present team
- High comfort level in using online software products
- Must be articulate, organized, detail-oriented and have the ability to multi-task
- Quick learner, with a positive attitude and ability to manage and motivate people
Relevant Work Experience : 8-10 Years
Education : Bachelor's engineering degree with strong academic credentials. Preference would be given to technical graduates who have worked on MS SQL MySQLdatabases
ADG is techno-marketing company. Over the span of a decade, we have been providing Services in Artificial Intelligence(AI), Machine Learning, IOT, analytics, data science, software application development, mobile apps development for resolving the bu... Read More
