Jan 2024 – Present · 2 yrs 2 mos · Noida, Uttar Pradesh, India

• Key Responsibilities:
• Provide strategic leadership, mentoring, and daily operational guidance to the support team.
• Own escalation management, ensuring timely resolution of high-impact and complex issues.
• Collaborate closely with Level 3 support, engineering, and cross-functional teams to solve technical challenges.
• Prioritize and manage ticket escalations based on urgency, severity, and business impact.
• Conduct regular team syncs to align on updates, issue trends, and process improvements.
• Performance & Quality:
• Monitor team performance through KPIs (resolution time, FCR, backlog health, etc.).
• Implement quality assurance processes, including regular audits of support interactions.
• Analyze support trends and data to inform decision-making and strategic improvements.
• Training & Development:
• Design and deliver training sessions on new products, features, and troubleshooting techniques.
• Promote a culture of continuous learning and development within the team.
• Encourage knowledge-sharing and contributions to internal documentation and knowledge bases.
• Cross-functional Collaboration:
• Act as a key liaison between Support, Product, Engineering, QA, and Sales teams.
• Drive process improvements and automation initiatives to enhance support efficiency.
• Partner with leadership to address systemic issues and improve the overall customer experience.

Jan 2022 – Feb 2024 · 2 yrs 1 mo · Noida, Uttar Pradesh, India

• Implementing and suggesting industry best practices for areas such as monitoring, performance optimization, documentation and SLA management.
• Determining project requirements and developing work schedules for the team.
• Liaising with team members, management, and clients to ensure projects are completed to standard.
• Identifying risks and forming contingency plans as soon as possible.
• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
• Oversee the day-to-day operations of the Technical Support Team.
• Act as a senior agent who will drive customer satisfaction through customer
• support.
• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and training actions.
• Act as a mentor and provide oversight, coaching, and training to technical support staff.
• Be the point of contact when it comes to technical escalations.
• Monitor team performance and report on metrics.
• Provide support where needed for both internal and external customers.
• Manage and prepare reports for all metrics for technical support team.
• On-board all new technical support team members.
• Assist in the creation of the team KPIs as well as monitor and report on results.
• Be actively involved with the operational delivery and UAT if required for new product and feature releases.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Work to create any relevant support material for the team.
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.
• Implement any necessary preventive measures to reduce customer faults and issues.
• Review all technical support related processes and documentation for continuous improvement.
• Assist in the creation and implementation of customer self-service material and tools.