Role overview

Qualifications

B.Tech (IT) with 5-6 years of experience in Technical Support
Minimum 2 years of experience as Team Leader and handling a team
Experience working with JIRA and implementing REST APIs
Proficiency in Excel reporting with basic SQL query knowledge

Responsibilities

Manage the Tech Support team, oversee issue resolution, diagnose and resolve customer issues, and identify delays in the resolution process
Conduct team trainings and prepare monthly performance reports for HR and management
Handle escalations, coordinate with internal departments and perform JIRA audits to monitor ticket delays, and manage API calls with clients
Maintain rostering for uninterrupted support including weekends and contribute to team development through new initiatives

Key facts

Remote from: Anywhere
Full time
Technical Support Director
English

Hard skills

JIRA Help Desk Support Application Programming Interface (API) Business Communication Performance Analysis Incident Management Customer Complaint Resolution Microsoft Business Intelligence Development Testing Database Queries Cross-Functional Collaboration Advanced Rest Client Application Programming Interface (API) Shift Scheduling Continuous Improvement Process

Other skills

Team Leadership
Troubleshooting (Problem Solving)
Communication
Teamwork
Coaching
Problem Solving

About the company

MyOperator

Customer Experience & Contact Centers

MyOperator is India's most trusted cloud call management system, simplifying sales and customer service for any-sized business. So far, we have been able to win the trust of over 7000+ clients and are growing bigger with time. MyOperator provides Advanced call management features like: - Toll free phone number/Virtual Phone number - Virtual receptionist or Interactive Voice Response (IVR) - Call tracking & reporting - Inbound and Outbound Calling - MyOperator Dialer App Besides these, MyOperator also provides solutions like call masking, call confirmation, multi-store, and others for enterprises who seek advancement in their customer communication Have questions or simply want to say Hello? Reach out anytime: Call: +91 92129 92129 Email: hello@myoperator.com Visit: MyOperator.com

Company details

Company typeSME

IndustryCustomer Experience & Contact Centers

Company size201 - 500

Links

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Job description

This is a remote position.

Job Description

A Technical Support TL will be responsible for managing Tech Support Team, should be able identify gaps in the resolution of issues if any delay happens by the team in research, diagnose, troubleshoot, and resolve customer issues. You will be responsible for Team trainings, monthly reports submission for understanding overall team performance. You will be handling product issues, Testing Product Issues and following standard procedures to escalate unresolved issues to appropriate internal departments.

Key Responsibility Area

Working on JIRA Reports to understand the type of Issues handled by the team.
Working on Performance Analysis of a Team and providing monthly reports to HR.
Providing Team Training and handling escalations of Team.
Handling Roaster and preparing uninterrupted support Roaster including weekends.
Should be able to handle API Calls with clients and provide solutioning.
Performs regular JIRA Audit Tasks to check the delays on the tickets.
Coordinate with various teams if there are dependencies to ensure faster resolution.
Should be able to contribute to Team development by taking new initiatives.

Requirements

B.Tech (IT) with proven Experience of 5-6 years in Technical Support.
Must have at least 2 years experience working as TL and handling a team.
Experience in working with JIRA.
Experience in implementing REST APIs.
Good in Excel Reports.
Basic understanding of SQL queries.
Experience in Integration of Software's through APIs.

Benefits

100% Remote Working

Salary: UPTO 750000