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Posted Nov 05, 2020 4 views
- Nakisa has built top of the line SaaS solutions which are being used by the Fortune 1000 of today all over the world.
- Our clients rely on us and our SaaS solutions every day to perform some of their most critical business tasks and we need your help to keep them happy.
- You will be reporting to the Support Manager and as a Team Lead L1 at Nakisa, you will ensure your team performs to the highest standards and actively work toward client satisfaction.
- As a Team lead you will also engage in client issue resolution while guiding other team members on how to resolve their tickets in best possible way.
- Calling on your understanding of web technologies and overall technical savviness, you will be an integral part of a team built on passion and excellence.
- This role is great for anyone who enjoys dealing with clients and technical team members while driving results.
Responsibilities
- Become the person trusted by the client because of your product knowledge, and your empathy!
- Become the expert in training the team and help with onboarding of new hires.
- Guide L1 team on how they can resolve their tickets and help them achieve their targets.
- Manage the team output and ensure the KPIs for L1 team are achieved.
- Come up with new processes and re-define current ones and educate the global L1 team.
- Come up with new training initiatives and ensure the team is up to date with our new solutions.
- You will own and are responsible to train all new hires in support services team.
- Distribute the tasks between L1 team members to ensure all the SLAs are met on time.
- You will be assigned strategic tickets just like other member of your team.
- Own & conduct daily scrum and triage sessions with your team members to prioritize tickets.
- Manage and expand our knowledgebase articles (KBR) that is accessible to internal and external people.
- Update support documentation, KBRs and guides as needed.
- Monitor the escalation of L1 tickets to ensure immediate resolution within SLA or properly handover to L2 team for further investigation.
- Available, as needed, to manage escalated L1 customer issues beyond the normal business days & hours, including weekends/holidays.
- Directly engage in day to day internal and external escalations for our global customer base.
- Assist with support portal maintenance, reports, and administration tasks.
- Drive strategic scaling initiatives to reduce the number of incoming cases & improve the customer experience.
- Drive customer calls to facilitate the discussions & provide resolution and guidance.
- Work with Product, Dev, Center of Excellence, and account management team to ensure client satisfaction and addressing tickets and resolutions within our contractual SLA timeframe.
Qualifications
- Bachelor degree in Computer Science or Engineering, Accounting, Finance or equivalent.
- Prior experience of successfully supervising a team and delivering results.
- Excellent communication & presentation skills in English to users & client’s executive teams.
- Minimum 5 years’ experience in QA, Development or Technical Application Support field.
- Problem solving and troubleshooting aptitude, this role requires you to think out of box and be creative.
- Manage complex and highly sensitive situations dealing with client’s escalations.
- Strong planning, organizational, analytical, and problem-solving skills.
Asset
- Experience working with large enterprise software such as SAP, Oracle, Salesforce and ….
Skills
Job Details
Industry:
Functional Area:
Total Positions:
1 Post
Job Shift:
Second Shift (Afternoon)
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
BS(CS) or Equivalent
Career Level:
Experienced Professional
Experience:
5 Years - 6 Years
Apply Before:
Dec 06, 2020
Posting Date:
Nov 05, 2020
Nakisa Solutions (SMC PVT) Limited
Information Technology · 51-100 employees - Lahore
Nakisa® Inc. A global leader in enterprise business solutions for Organization Design and Accounting and Compliance, Nakisa delivers innovative, forward-thinking and robust human resource and financial management solutions that advance the business strategies. Working with a global network of partners Nakisa serves 800+ enterprise customers and over 4 million subscribers in 24 industries. ERP-agnostic, cloud-based software allows Nakisa to meet the needs of organizations with complex business challenges. Nakisa is proud to work with some of the world’s most renowned brands.
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