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Team Lead- Product Support IRC249305
| Job: | IRC249305 |
| Location: | India - Gurgaon |
| Designation: | Lead |
| Experience: | 10-15 years |
| Function: | Product Support |
| Skills: | Customer Support, Problem Resolution, Stakeholder management, Team Leading |
| Work Model: | On-Site/Office |
Description:
We offer:
- Interesting and challenging work in a large and dynamically developing company
- Exciting projects involving the newest technologies
- Professional development opportunities
- Excellent compensation and benefits package, performance bonus program
- Modern and comfortable office facilities
Requirements:
- 7+ years of experience in Team Management, Team Leading, Technical Support in Technical Products
- Oversee the flow of tickets through different levels of support to ensure proper speed of response and resolution
- Develop and administer a consistent scheduling system to optimize and verify coverage
- Provide real-time guidance and recommendations to engineers requesting assistance, or through proactive tracking
- Capture engineer feedback for system-wide improvements and communicate them to leadership operations and program teams
- Request and schedule training to improve Client’s engineers’ knowledge and/or soft skills
- Help augment team manager activities around interviewing, new hire onboarding, and issues management
- Driving process compliance across the Engineer population, modifying existing processes where required, and analyzing ticket flow for efficiency gains
- Prior experience in team management and process improvement recommended
- Handle manager escalation process for irate Customers to drive low executive escalations.
- Excellent experience addressing direct and executive management.
- Keep attrition within the defined goals and share weekly early warning reports with client.
Preferences:
We offer:
Interesting and challenging work in a large and dynamically developing company
Exciting projects involving the newest technologies
Professional development opportunities
Excellent compensation and benefits package, performance bonus program
Modern and comfortable office facilities
Job Responsibilities:
- Understanding of modern web technologies and the relationships between them.
- Experience troubleshooting web applications and performance issues.
- Ability to analyze/extrapolate issues via logs and other sources of information to provide infrastructure and application teams a good starting point for in-depth reviews.
- Familiarity with eCommerce Platforms (Support, Site Development, or QA role).
- General knowledge about working with Google, and Salesforce.
- Advanced-level Excel and PowerPoint
- Some experience in digital marketing, CRO, digital analytics,decisioning, personalization, recommendations, or UX disciplines
- Ability to identify, research, and quantify business problems using statistical analyses on large data sets.
What We Offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!