Job Title: Web Platform Support Lead
Location: Pune / Mohali / Hyderabad
Department: Web Platform Team
Direct Manager: Web Platform Owner
Job Summary:
- Mission of Web Platform Support Lead is to strive for service and process excellence for all support matters within Web Platform Team and thus contribute strategical and tactical targets to enhance Group's digital vision and business communication strategy.
Responsibilities:
- Lead a team of Web Platform Support Specialists, which consists of motivating, developing and appraising subordinate employees, planning support operations, recruiting and training new members and managing the team on daily basis.
- Assure required level of service quality through guidelines and KPIs.
- Facilitate trainings and webinars to increase digital knowledge for all stakeholders.
- Resolve escalations reported by various stakeholders served.
- Contribute to ad-hoc projects and improvements initiatives internally within the Team, but also towards.
- Own the support processes (Incident, Request and Knowledge management) including its tools.
Qualifications:
- 3-5 years of experience in digital area, customer service or helpdesk.
- Proven experience in managing a team and leadership skills.
- Excellent command of written and spoken English.
- Good verbal and written communication skills.
- Computer literacy, familiarity of Microsoft Office apps.
- University degree in related field or equivalent gained through working experience.
Personality requirements:
- Strongly customer oriented, service and business minded.
- Eagerness to learn new things and technologies, curious mindset.
- Ability to adapt to changing priorities, well-organised and systematic.
- Pro-active & result driven approach.
- Ability to present for various audiences, share knowledge.
- Process oriented, enthusiasm for constant process improvements, ability to execute.
- Ability to work in multi-cultural environment.
- Ability to take responsibility and ownership.
Skills Required
- 3-5 years of experience in digital area, customer service or helpdesk
- Proven experience in managing a team and leadership skills
- Excellent command of written and spoken English
- Good verbal and written communication skills
- Computer literacy, familiarity of Microsoft Office apps
- University degree in related field or equivalent gained through working experience
What We Do
Bits In Glass is an award-winning software consulting firm combining deep industry expertise and experience with the best names in technology to provide innovative solutions to your unique business challenges. Our expert consultants find the innovative solutions to solve the most complex business challenges across multiple industries and verticals. With hundreds of years of in-house experience, we are the partner of choice for many business transformation projects, working with market leaders who are disrupting and driving transformation across every aspect of modern business. Find out why leading technology companies partner with Bits In Glass including Appian (Business Process Management), Pega, MuleSoft (API-Led Systems Integration), and Blue Prism (Robotic Process Automation). We're hiring see a full list of open positions here: https://bit.ly/2U2YTUc
