Lead the technical team responsible for providing world class support and solutions to our customers through tickets, chat, phone, emails, Slack, Skype etc.
A desire to help people, and a strong sense of empathy for their needs. Ownership of support KPIs and most importantly customer satisfaction.
Works well in 24/7 collaborative environment, provides encouragement to team members, including setting and communicating team goals and identifying and conducting the right set of trainings to continuously align skills to customer needs.
Define and Implement Team Culture (customer centric & detail oriented).
Define, Implement, Maintain and Ensure compliance with SOPs and Guidelines as per business needs.
Plan along with management Quarterly targets. Organize and manage Sprints (using Agile/Kanban) to meet those targets.
Ability to multi-task and prioritize tasks in order to maintain required productivity levels
Monitor and Improve Team Efficiency (SLAs, efficiency metrics etc). Monitor and Fix Team Load (max concurrent open tickets, overtime etc).
Suggest incremental Improvements (small changes in the platform that reduce customer's need for support) and coordinate with engineering for their execution.
Manage Administrative issues of the team and general overview of all processes e.g timely escalation of incidents of Premium Customers, knowledge broadcasting etc.
Help HR and management with recruitment.
Skills
A deep understanding of the IT industry, Hosting and various technologies.
Decent Linux (Apache, Nginx, MySQL) and Development (PHP, Wordpress, Magento, Open Source Application) skills are plus.
You have a drive to get things done. Very good written and English skills. Analytical (problem solving) mindset, attention to detail, process oriented.
Great Interpersonal, mentoring and Leadership skills. Abstract thinking (be able to create resolution paths for high level problems).
Resilient to pressure and multitasking.
Job Details
Founded in 2008, Gaditek is a new age technology company that believes in employee-centricity. Over the past decade, we have grown from a team of 3 people and 1 product to over 550 employees, 15 internationally recognized brands in 7 different industries including Managed Cloud Services, Cyber Security, VbaaS, Athleisure, Lifestyle, Media & Publications, and Financial Services. At Gaditek, our employees choose to question and are expected to question everything around them, and then find ways to do things differently. The result? Amazing people, great teams, awesome business units, and people-centric culture that always end up going to new and unknown places.
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