Team Lead - Marketing Application Support (5-8 yrs)
- Previous experience in Marketing related Application Support Process or a knowledge of Marketing processes and terminologies advantageous.
- 5 +years of prior experience in Customer Support / Enterprise Product Support
- Strong ability to prioritize, multi-task, perform effectively under pressure in fast changing conditions
- Familiarity with support practices such as case, knowledge base, defect, and escalation management.
- Past Experience in leading a team for global support process
- Mentor, guide, and help grow a team of junior engineers, assist with process and product questions.Serve as product ennoblement team leader for various product features
- Review support cases for technical and troubleshooting accuracy.
- Meet the monthly Team goals on KPIs such as CSAT, Productivity.
- Provide on-call weekend support on rotating basis
- Demonstrated analysis, problem solving and troubleshooting expertise
- Excellent written and verbal communication skills.
Work Timings - Work during AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST onwards depending on Day Light Savings Time), work hours can change depending on Business requirements
LEADERSHIP QUALITIES :
PASSION: Passionate about Customer Success
URGENCY: Ability to move fast and drive business value and results
TRUST: Trust the company's core values
ADAPTABLE: Excels in high levels of uncertainty and change.