• Lead Application Support Engineer Jobs in Mumbai,India

  • TalentStack/The Hiring Story

Job Description:

Job Responsibilities

- Managing the whole Support Structure and Functioning

- Working with the team on developing Plans and Strategies to avoid delays in solving an issue

- Act as the final escalation point, for all types of tickets

- Maintaining Support SLAs and ensuring Customer Satisfaction

- Firefighting in extreme situations

- Keeping Support database up to date

- Ownership of CRMs like Zendesk and JIRA

- Monitoring the tickets and the activities happening in real-time

- Make sure tickets are not stuck, and if there are any discrepancies, take the necessary actions

- Managing team leaves and ensuring smooth operations

- Hiring new people and ensuring that the training is on track

- Preparing Weekly and Quarterly reports on the performance of the team

- Having regular discussion with Technical team to ensure timely resolution of issues

- Keeping an account of all the WebEngage Accounts

- Work closely with Onboarding and Success teams to ensure Customer Satisfaction

- Follow up with Product team on upcoming releases

- Prioritising issues on the basis of criticality

- Being available 24/7

Desired Skills

- Excellent communication skills

- Positive Approach

- Comfortable working in a team environment

- Flexibility to work in rotational shifts to cater to Domestic as well as International Clientele

Experience

- Proven work experience as a Team Leader for minimum of 3 years

- In-depth knowledge of Support function

- Knowledge of HTML/CSS, Javascript, SQL will be a plus

- Should be an Engineering graduate Degree in Management is a plus

- Excellent communication and leadership skills

- Should be comfortable working in a 24/7 work environment

- Knowledge of Zendesk/Freshdesk, JIRA will be a plus

Profile Summary:

Employment Type : Full Time
Functional Area : Other
Salary : Not Mentioned
Deadline : 19th Feb 2020

Key Skills:

Company Profile:

Not Mentioned

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