• Senior Technical Consultant | Shift Lead Jobs in Chandigarh,India - 23845700

  • Basware Corporation India Pvt Ltd
  • Save Job
  • 5 - 8 Years
  • Posted : above 1 month

Job Description:

Job description Senior Technical Consultant | Shift Lead

Business Function description Customer Support is the unit that is providing professional, efficient and effective technical support to Basware Customers/Partners in a manner that further enhances Customer experience, satisfaction and loyalty We work to resolve Customer Cases and Incidents to enable our Customers to use Basware products and services efficiently and enable them to run their business seamlessly

Team description

CS - Shift Leads Team is a part of 3rd Line team which acts as quality control, maintains response & resolution time, manage support floor operations and ensures internal & external customer satisfaction 24x7x365

We are now looking for a Senior Technical Consultant | Shift Lead to join our team

who can manage customer support shifts (24x7x365) to ensure the smooth running of the support process and ensure that all cases and incidents are handled/assigned as per the priority defined in the support classification (especially during off business hour or when the SLM are away or off work in order to achieve Response and Resolution SLAs

Key role responsibilities

In this role, you will be responsible for providing professional, efficient and effective technical support to Basware(internal/external)/Partners in a manner that further enhances Customer experience, satisfaction and loyalty CS Shift Lead team is a part of 3rd level support, which means in this role you will not only be responsible to handle the support operation for all support lines but also will be handling the 3rd line queue management with exposure to product and trying to resolve most complex and interesting support problems This role requires assistance to be given to 1st and 2nd line support teams on technical and process related queries You should be able to understand the impact on Customer business and take the most appropriate approach to provide guidance within support organization

Good to have knowledge of BW P2P or Network portfolio and must be open minded for learning other areas

The ability to analyze the overall workload and bring up initiatives based on the data to make the overall Support operations more robust and efficient

Candidate qualifications

In order to thrive and succeed in this role, we expect you to have the following skills

To take full responsibility of the shift in terms of management of support staff (all lines 40 people who may vary from shifts to shifts), management of case/incident queues and quality targets

To ensure the smooth running of the global support processes and procedures

Monitor, measure, and report on support related processes

Problem-solving and troubling shooting skills are necessary to assist the support line whenever needed to provide the resolution

To work closely with other Shift Lead and Solid line managers to ensure shift handovers are effectively done

To ensure that the training skills are met for current and future demands of the shift

To have an active role in the support organizations continuous improvement plan to achieve for future growth within the company

Maintaining a high level of timekeeping is of the essence

To be able to add value by bringing initiatives that increase the overall support value chain

Your Experience

Minimum 5 years of experience in a technical lead background

Leadership and presentation skills

Positive attitude is must

Strong general IT infrastructure knowledge (Networks, Virtualization, Computer hardware, Software delivery methods)

Strong knowledge of Microsoft operating systems (servers and workstations)

High knowledge of SQL Server and/or Oracle databases including scripts, queries, and fine-tuning,

Good to have ASPNet, VB, XML, Shell scripting

Basic ITIL understanding

Intermediate consulting skills

Business language Good English Communication Skills are mandatory (Verbal & Written)

Our offering We in 3rd Line Support are truly a OneBasware team; whilst your main expertise is expected to be in our Network area, you are expected to be open minded for learning other areas such as Purchase to Pay as well As a 3rd liner, you will be exposed to various company-wide projects upon your interest and expertise

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 18th Apr 2020

Key Skills:

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