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Process Trainer - Team Lead -MHD

Process Trainer - Team Lead -MHD

Paytm

2 - 5 years

7 - 8 Lacs

Noida

Posted:1 day ago| Platform:

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Skills Required

operational support usage helpdesk edc artificial intelligence workflow financial services crm recruitment technical documentation

Work Mode

Work from Office

Job Type

Full Time

Job Description

Paytm is Indias leading mobile payments and financial services distribution company Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce Paytm s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology

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 SLA s and deadlines

Ability to adapt to a fast paced and dynamic environment

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Paytm

Fintech / Digital Payments

Noida

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Process Trainer - Team Lead -MHD