Head - Technical Customer Support - EdTech

Head - Technical Customer Support (EdTech MNC)

Head Technical Customer Support (Head-TCS)

Organization : Thomson Digital India

Role : Head Technical Customer Support (Head-TCS)

Reporting to : Chief Technology Officer

Individual Contributor : Yes and leading a team of TCS Agents Management Relationships:

Chief Technology Officer

Location : Noida

Role Summary :

An exciting opportunity exists for an expert Head Technical Customer Support (Head-TCS) to join the newly established Ed-Tech product to develop adaptable and personalized learning for cracking competitive examinations like JEE, NEET, CLAT, and Other competitive examinations in India.

- This position is with Thomson Digital India which is an India Today Group company. You will own the below tasks and lead the team of TCS agents for getting the below accomplished :

1. Monitoring the PRODUCTION SYSTEM on 24-7 or 8-7; something you need to strategize with the management

2. Handling and recording customer calls from all channels and giving them reverse feedback once the problem is resolved by "Product Engineering"

3. The Technical Customer Support (TCS) team creates and manages a run book (a standard operating procedure) on the WHAT & HOW to handle technical issues reported by the end-customer

4. Record and triage (JIRA, Other Industry Best Tools) the incoming issues WITH the Product Team

5. Closely working with Product Engineering team for getting the code fixed, tested and deployed into the PRODUCTION

Additionally, you must have had a 5-10 years of progressive L1 - Support Engineer performing tasks typically as below :

1. Providing high-quality technical support for the SaaS B2C/ B2B platform to customers, developers and prospects through email, phone interactions, chats, desktop sharing with customers and by using incident tracking system, which help customers achieve success using that B2C/ B2B platform

2. Handling and resolving complex technical and functional queries from customers

3. Help resolve software and technical questions for the customer efficiently and effectively

4. Gather the required information necessary in order to best handle customer software and technical inquiries

5. Manage customer expectations regarding estimated response times for issue resolution.

6. Resolving the issues through Phone, chat and email communication channels.

7. Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations.

8. Extensively research and document customer technical issues.

9. Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.

10. Partner with Technical Support team members on various strategic projects when needed

11. Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

12. Run monitoring reports for usage, performance, and/or availability.

13. Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

14. Possess Good debugging skills

15. Passion to be a part of a hard-working and winning team

16. Willing to work in a 24x7 environment and provide weekend coverage, if needed.

17. Ability to multitask in a fast paced environment

18. Excellent ability to learn and articulate software-related and technical concepts

19. Strong active listening skills and excellent written and oral communications skills

20. Excellent Customer Service Orientation

21. Strong attention to detail when communicating with customers (verbal & written)

22. Ability to empathize with customers and convey confidence

23. Expertise working with various compulsory tools to superbly manage L1 Technical Customer Support (TCS) This role will develop and bring in very exciting personal, professional growth opportunities as the new Ed-Tech venture and products takes shape and makes its impact pan-India

Key Activities & Responsibilities :

- Take ownership of support incidents and use all available resources and knowledge to resolve them

- Build/Modify/Enhance TCS run books periodically, as new situations and problems come your way, or you anticipate those to come your way in the near future

- Consistently improve the quality of your work by internalizing the feedback and coaching you receive

- Work for solving challenging business problems independently and across teams

- Develop and demonstrate with Metrics the work and the value that you and your team is constantly delivering

- Must Have Required Qualifications, Skills and Experience - B.Tech/M.Tech in Computer Science, Engineering or MCA or equivalent

- Experience in a SaaS Technical Customer Support role covering B2C and B2B products

- MUST be familiar with working in DevOps guided SaaS Product SDLC

- Expert skills in working in DevOps guided development practices

- Passion for continuous learning for new technologies and cloud managed services from AWS,

Others

- Curious mind, self-starter, team player, accept responsibility and become independent in their scope of work

- Innovative mindset, humble, friendly, honest, transparent, and a team player