Customer Support Lead
- Autorabit
- 5 - 10 years
- Hyderabad
- 20 days ago
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Job Description
Job Role
Note: - This role is to handle Production incidents analysis and perform root cause analysis. This is a high
availability role involving 24X7 on call support. AutoRABIT is looking for an customer support lead, with experience in supporting development processes and tools who will assist our customers in very demanding and complex development environments. You will be expected to learn new products and technologies quickly and constantly. In addition, you are expected to have top-notch troubleshooting, communication, and customer service skills.
The customer Support Lead for the Support Services must be a highly focused person who will ensure a top-quality results-oriented and highly successful operations team. Must be results driven and able to take on high targets and keep the team motivated to achieve the goal. This is a role consisting of the four major responsibilities of: End to end Service Delivery, Process Improvement, Client relationships & Team Management
Roles & Responsibilities
- Act as mentor and technical expert on technical support team, providing guidance and advice to case owners with the goal of case resolution and customer satisfaction.
- Responsible for driving the teams and delivering monthly / quarterly goals.
- Effective engagement with the client through proactive communication and regular reviews.
- Leading, motivating, and assisting a team of Technical Support Specialists and deliver individual goals.
- Work with stakeholders to perform root-cause analysis & figure out solution approaches.
- Lead support case resolution efforts for customer cases (directly, and through assistance to Support engineers) by using skills in troubleshooting and debugging, identifying root cause, communicating bugs to Engineering.
- Collaborate with Sales, Solution Consultants, Engineering and Product management to improve
- overall customer experience and make sure that our Service offering brings maximum value to our customers
- Contribute and make recommendations to Knowledge Base content.
- Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate.
- Excellent communication skills in English - Written & Verbal.
- Strong knowledge and exposure to Quality and Process Improvement techniques.
- Good analytical and listening skills.
- Good leadership skills.
- Responsibility to adhere to set internal controls.
Desired Skills and Knowledge
- 5 years experience in software or SaaS customer support role ideally as team leader or subject matter expert supporting Java based products.
- Software engineering best practices, with at least 2-3 years of experience in maintaining and delivering high-quality software.
- Experience with Salesforce.com or equivalent SaaS platforms development, administration, or technical support.
- Experience with and the ability to debug common application languages and technologies such as J2EE, HTML, JavaScript, Spring Framework, Spring Boot Framework, XML, JSON, Linux is highly desired.
- Experience using or administrating a DevOps pipelines or related areas such as version control (e.g., Git, SVN, Bitbucket, GitHub, Azure Repos), IDE (e.g., Visual Studio, IntelliJ), CI (e.g., Jenkins Pipelines, Azure DevOps, GitLab), and other related tools such as, Maven, Jenkins, Sonar is desirable.
- Investigation skills to understand problems in their context and the ability to reproduce these scenarios.
- Can-do attitude: challenging status, leading, and contributing to key improvements and i nnovations.
Education
- B.Computer Science or equivalent degree.
- Certification in Salesforce.com is an added advantage.
Location: Hyderabad
Experience: 8 to 12 Years
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical LeadEmployement Type: Full timeContact Details:
Company: AutorabitLocation(s): Hyderabad
Keyskills: Computer science Product management Linux Process improvement XML Analytical Customer support J2Ee Troubleshooting Technical support
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Autorabit
AutoRABIT Software Private Limited AutoRABIT is a hyper-growth SaaS software company providing the only Continuous Delivery & DevOps platform for SaaS technologies with Metadata Masteryâ„¢. With offices in the US, UK, India, and Australia, AutoRABIT helps Salesforce.com and MuleSoft ...
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