Responsibilities
Responsible for overseeing the daily operations of technical support engineers as well as participating as an active member of the team.
Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations.
Record and track team SLAs and workflows and provide support where needed for both internal and external customers.
Manage and report on all incoming technical support inquiries.
Assist in the creation of the team KPIs as well as monitor and report on results. Be actively involved with the operational delivery keep a close track of the NSAT Scores and the productivity of the team members.
Monitor team performance and report on metrics.
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
Review all technical support related processes and documentation for continuous improvement.
Providing timely feedback to team members and resolve issues.
Create an open communication culture and an inspiring team environment.
Lead by Example in professionalism, Communication, and technical Expertise.
Knowledge, Skills and Experience
Proven people management and leadership skills
Excellent communicator, both oral and written
Strong analytical skills to investigate and resolve customer support tickets
Able to multi-task efficiently under time pressure
Graduate with minimum 4-6 years of Experience as technical leader in Technical Support process.
Should have good knowledge in MS office
Work Location/Shift Timings-Permanent work from home and you will be required to work in US Shift Timings .
What We Do
Gigmo Solutions Pvt. Ltd has been founded with the aim to make customer support substantially more efficient with the use of Gig economy and Artificial intelligence.
Gigmo has built a technology platform, Gigmos, that enables us to onboard sharp and motivated Gig workers from anywhere in the world. The platform ensures top quality candidate onboarding by putting every potential candidate through rigorous testing and ID validation process. Once onboarded, we have these people available on-demand on Gigmos platform.
Gigmo Solutions is developing AI based conversational bots that will work in synergy with Gig workers, wherever needed – making Gigmos platform first ever hybrid platform (Human Intelligence + Artificial Intelligence) to use conversational bots and humans in perfect harmony to achieve our mission.
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