Customer Support Lead Job in Shipsy
Customer Support Lead
Shipsy
4+ weeks ago
- Mumbai, Maharashtra
- Not Disclosed
- Full-time
- Permanent
Job Summary
Category: A- L1
Location: Gurugram/ Bengaluru/ Mumbai (Remote-first organization)
Represent and manage the production support team and suggest fixes to complex issues by doing a thorough analysis of root cause to ensure issues are resolved in a timely manner.
Key Responsibilities and Accountabilities:
- Responsible for prioritizing workload and performing production support activities which involve the assignment of issues and issue analysis to provide a resolution within the specified SLAs.
- Responsible for root cause analysis, managing communication, and client relationship in partnership with teams of project managers, developers, quality assurance to resolve technical issues.
- Be responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
- To participate in knowledge transfer to ensure a better grasp of the product and domain
- Conduct review meetings, identify & analyze trends of required performance and action points for improvement of team performance
- Mentor and guide the team and train them with best practices & code standards to ensure solutions are provided to business within TAT on development or technical issues.
- Drive the development of the debugging tools
- Identify the patterns in the issues raised and provide inputs to CS/engineering/product teams
- Identify the regressions and provide inputs to the QA team
Measure of Success:
- Driving initiatives on the productivity of the whole customer support team
- Identifying the patterns and inputs provided to CS/Engineering/Product teams
- Delivery of debug tools
- Timely reporting of the key metrics + corrective measures to the engineering leadership
Experience Required :
5 to 8 Years
Vacancy :
2 - 4 Hires
Similar Jobs for you
×
Help us improve TheIndiaJobs
Need Help? Contact us