Process Trainer - Team Lead - MHD

Paytm

2 - 5 years

1 - 4 Lacs

noida

Posted:1 month ago| Platform:

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Skills Required

process trainer freshdesk mobile payments operations technical documentation fintech financial services helpdesk crm communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the team

The Merchant Helpdesk team handles merchant queries and concerns on QR code,EDC and Soundbox-related issues like payment, settlement, device-related issues, etc.

About the role:

Manage users, teams, and roles for all teams (support, operations, etc) accessing Freshdesk.
Organize training sessions for the teams.
Understand the operations team tasks and draft end-to-end workflow for email support, phone and chat support.
Development/enhancements to tools to improve product experience.
Create a manual/flow chart with technical documentation of the processes for approval purposes.
Define & configure teams, source-based assignment, skill-based assignment, roster management, SLAs and escalation matrix
Share requirements with the tech/product team for integration with the database. Identify which fields to be passed, what/when needs to be updated, etc.
Create and share detailed reports with detailed insights into customer issues and support team performance on a daily, weekly, and monthly basis.
Continuously improve the support experience & SLAs by gathering feedback from the support & operations team.
Manage & troubleshoot day-to-day issues faced by the support team.

What You Will Need For This Position

At least 2-5 years experience as an administrator within a CRM platform, preferably Freshdesk environment.
Excellent written and verbal communication
Strong presenting/communication skills and able to work with a wide range of stakeholders
Experience working within the tech/start- up/Fintech space (Preferred)

Personal Attributes:

Communication skills: Excellent verbal, written and interpersonal communication skills.
Presentation skills: able to convey a point in a clear and effective way while delivering in a professional yet warm and personable style.
Teamwork: able to work effectively with others in a group and participate in new ideas generation.
Results orientation: you are a person who likes to complete a project on time and done well.
Problem solver: you can demonstrate that you can think your way out of a problem/challenge using your own initiative.
Multi-tasking: manage and prioritize different tasks in line with SLAs and deadlines.
Ability to adapt to a fast paced and dynamic environment.

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