Process Associate
Year Bengaluru, Karnataka, India
Job Description
Job Information
Industry
IT Services
Type of Resource
Experienced
City
Bangalore
State/Province
Karnataka
Country
India
Zip/Postal Code
560002
About us
MaxVal started as an IP services company in 2004, with a keen focus on efficiency, cost-effectiveness, and continuous improvement through metrics-based processes. Our focus on these core values led to the tech-enablement of our offerings even before this buzzword became an industry standard. Over the years, MaxVal developed many internal applications to increase our quality and efficiency, and customer satisfaction. As these systems grew and became more sophisticated, we have productized them and offered them to our clients. Today, MaxVal serves over 600 clients across the full IP life cycle with the industry?s leading products and services. Our 500 plus employees represent the most IP and tech-savvy individuals in the industry." At MaxVal, we do the right things and innovate ceaselessly as a winning team to achieve customer success and employee success.
- 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 disciplinary 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
Record and track team SLAs and workflows
Provide support where needed for both internal and external customers
Communicate escalated issues to level 3 and product managers as needed
Manage and report on all incoming technical support inquiries
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 release
Monitor team performance and report on metrics
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
Evaluate and analyze Salesforce case trends to prevent future issues
Onboarding new clients to support the team from implementation
Collect data on past trends and suggest improvements w.r.t MTTR
Requirements Skills Required:
Proven people management and leadership skills
Excellent communicator, both oral and written
Strong problem-solving and communication skills
Being the first line of support and troubleshooting issues
Strong analytical skills to investigate and resolve customer support tickets
Able to multi-task efficiently under time pressure
Previous experience in managing customer-focused teams
Proven experience in managing service and support-focused team culture
Minimum of Bachelor's degree in Computer Science, Information Technology or a related stream is preferred
5+ experience in a Technical Support role
Expectations:
Sales Cloud, Service Cloud and SF Admin certification is preferred
Proven ability to design and implement new processes and facilitate user adoption
Good understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
Good understanding of Salesforce.com best practices and functionality
A documented history of successfully driving projects to completion
A demonstrated ability to understand and articulate complex requirements
Previous experience working in a SCRUM or agile environment is preferred
Shift timings ? Rotational shifts and US timings
Beware of fraud agents! do not pay money to get a job
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD3076451
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationBengaluru, Karnataka, India
-
EducationNot mentioned
-
ExperienceYear