Urjanet - Manager - Customer Support

About Urjanet:

Urjanet is an Atlanta-based technology company that has built the worlds first and largest platform to aggregate utility data. Through this platform, our customers use utility data to support a variety of applications and use cases, including energy management, sustainability reporting, bill payment, credit decisioning, and address verification. Our platform, which has won numerous awards, is available in forty-seven countries around the world and expanding rapidly.

Urjanet has positive impacts on climate change, financial inclusion, and data privacy. Were looking for top talent to join our team and help shape the future of our business.

Educational Qualification : B.Tech, BE, MCA, M. Tech or equivalent technical degree from a reputed college

Experience : 7-10 years

Roles and Responsibilities:

1. Over all 7 - 10 yrs of IT experience in a product or SAAS based company out of which at least 4 years needs to be in Tickets based product support / incident management / Technical Support / Customer Support

2. Should have worked to support global customers across all time zones ( 24-7 support) based out of India

3. Must have worked in a L1/L2 /L3 based customer support management organization.

4. Should be able to estimate team size based on coverage windows and tickets inflow independently. Must be able to trend-chart these tickets inflow and present proper classification and disposition of tickets within stringent SLAs and TATs

5. Must have strong logical reasoning and proven problem solving skills to do and implement RCAs both at tickets level and tickets inflow trends.

6. Must possess excellent communication in both local dialect and English to seamlessly and effectively network with various internal stakeholders and teams.

7. Must be capable of instilling a very responsive culture to stringent SLAs and TATs at tickets level among the support teams

8. Exposure to standard tickets / incident management tools such JIRA / Zendesk/ Sales Force is a Big Plus.

9. Must be an excellent people manager to manage teams that are highly motivated and driven towards customer orientation and SLAs.

10. Must be a doer / problem solver that can demonstrate and motivate to "Get Things Done".

11. Experience must be reference-able in a global organization across multiple geographies and time zones and must have proven abilities to manage shifts 24-7 set up spanning across L1/L2/L3.