HEAD OF SUPPORT OPERATION Magic Technolabs

3.0 - 7.0 years

0 Lacs

ahmedabad, gujarat

On-site

As Head of Support Operations at Fr8bukyn, you will be responsible for building, developing, and leading the customer support organization. Your role will involve hiring, growing, and developing a scalable team of freight operation specialists to provide world-class service for our customers. You will collaborate with various teams within the company to ensure business standards, customer experience, and innovation are continuously improved. Your key responsibilities will include building the customer support organization from the ground up, developing team schedules to meet SLAs, improving operational metrics, and empowering support teams to deliver on KPIs in a time-sensitive environment. You will also be tasked with providing best-in-class support experience, deploying omnichannel and 24/7 support, and identifying resources needed for your team's success. The ideal candidate for this role should have at least 3 years of professional experience in high-volume customer support environments, along with 3+ years of managerial experience in multicultural settings. You should possess strong communication skills, exceptional business acumen, and the ability to use quantitative data to drive decision-making. Additionally, you should be an empathetic leader, detail-oriented, and self-motivated to deliver results. Nice to have skills include technical proficiency in SQL, Excel, and data visualization. The candidate should be willing to learn new digital tools quickly and have experience with help desk solutions such as Zendesk, Intercom, or Freshdesk. If you are a self-driven, hardworking individual with a passion for leading and developing customer support teams, this role at Fr8bukyn may be the perfect opportunity for you. Join us in our mission to help small trucking and independent owner operators scale their business through excellent customer support operations.,

Posted 1 day ago

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Customer Support Agent Octal IT Solutions LLP

1.0 - 13.0 years

0 Lacs

jaipur, rajasthan

On-site

As a Customer Support Executive for a US-based service company, your primary responsibility will be to provide high-quality voice and chat support to international customers. This role involves assisting customers with service inquiries, booking requests, and addressing general concerns. You will be expected to handle inbound and outbound calls, as well as live chat interactions, ensuring accurate and prompt information delivery regarding services, bookings, and general queries. To excel in this role, you must maintain a professional, courteous, and solution-oriented approach with every customer interaction. Detailed logging of all customer engagements in the CRM or support platform is essential. Escalation of complex issues to higher-level support or technical teams may be necessary, in addition to collaborating with internal teams for seamless service delivery and issue resolution. You will work as part of a 24x7 rotating support team, requiring flexibility in shift timings, including weekends and holidays. Excellent spoken and written English communication skills are a must, along with prior experience in customer support (voice/chat) for international clients. Familiarity with CRM or helpdesk tools such as Freshdesk or Zendesk is advantageous. Preferred qualifications include at least 1 year of experience in customer support roles, with exposure to US-based support processes considered an advantage. A quick learner with a customer-first attitude will thrive in this position. This is a full-time, permanent role with benefits like a flexible schedule, food provision, leave encashment, paid sick time, provident fund, and the option to work from home. If you are planning to work from Jaipur city, Rajasthan, you must reliably commute or relocate before the expected start date of 01/05/2025. The schedule involves day, evening, morning, night, and rotational shifts. Your work location will be in person.,

Posted 3 days ago

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Lead Technical Support Engineer IDCUBE

5.0 - 9.0 years

0 Lacs

noida, uttar pradesh

On-site

We are searching for a skilled and motivated Tech Support Team Lead to effectively manage and guide our technical support team. As the Tech Support Team Lead, you will be responsible for overseeing the day-to-day operations of the support desk. Your primary duties will include ensuring timely resolution of customer issues related to access control systems, driving continuous improvement in customer satisfaction, and service excellence. You will lead and manage a team of technical support engineers handling Level 1 & 2 support, providing them with technical guidance on access control hardware and software. Additionally, you will supervise ticket management, ensure SLA compliance, and optimize resolution time. Your role will involve troubleshooting complex escalated issues and coordinating with engineering/product teams as necessary. You will play a crucial part in training team members on new technologies, procedures, and best practices. Developing and maintaining a knowledge base and support documentation will be essential tasks. Monitoring team performance using KPIs and conducting regular audits of support quality to identify areas for improvement will also be part of your responsibilities. Collaboration with product and QA teams to relay field feedback and assist in onboarding new clients and providing technical training for partners/distributors will be crucial. The ideal candidate will hold a Bachelor's degree in Electronics, IT, Computer Science, or a related field, along with a minimum of 5 years of experience in technical support, preferably in physical security or access control systems. Strong knowledge of access control protocols, networking fundamentals, and cloud-based platforms is required, as well as familiarity with systems like HID, ZKTeco, Suprema, Honeywell, or similar brands. Experience with helpdesk tools, strong problem-solving abilities, effective team management, and communication skills are essential for this role. The ability to handle pressure and manage escalations calmly is highly valued. Certifications in IT/networking or access control systems, experience with IoT integrations, REST APIs, or mobile credential systems, and prior work in SaaS-based access control platforms are considered advantageous. If you are passionate about leading a technical support team, driving continuous improvement, and ensuring customer satisfaction in the realm of access control systems, we would love to hear from you.,

Posted 1 week ago

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