Technical Support Head

Description

Roles And Responsibilities

• Interfaces with customers at all stages of the problem resolution process (including Understanding issues that customers are facing, communicating action plans, Explaining ongoing developments, and conveying resolution)
• Coordinate with the Sales team to onboard any new customer, and hand-hold them With various integrations.
• Coordinate with the Product Management / Engineering team for customer-reported Queries.
• Demonstrates good judgement to actively assess situations, engage senior Resources/management (as and when needed) to resolve complex / escalated Customer issues.
• Systematically gathers relevant information and analyses a broad range of factors While investigating and resolving issues.
• Schedule, participate and, where relevant,t lead Customer-facing calls (being well Prepared, knowing his/her audience, their related needs and share information Accordingly)
  

What It Takes

• Fantastic Customer-focused service skills (Empathy-based listening, written and Verbal skills).
• Excellent Analytical & Technical Troubleshooting skills.
• Think like a developer, but communicate like a customer success cham
• Love untangling logs, workflows, APIs, and integration issues
• Can troubleshoot under pressure and still keep it calm and clear
• Familiarity with APIs, webhooks, and basic debugging (Postman
• Know how to explain complex issues in simple language internally and externally