Technical Shift Lead - Hyderabad, India - Foundation AI

    Foundation AI
    Foundation AI Hyderabad, India

    1 week ago

    Default job background
    permanent Technology / Internet
    Description

    Role :
    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 datadriven 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 problemsolving skills in a fastpaced environment.
    • Excellent communication and interpersonal skills.
    • Familiarity with customer support ticketing systems and Jirarelated 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.
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