Key Responsibilities:
- Team Leadership: Lead and mentor a team of EDI/B2B support specialists, providing guidance, coaching, and performance feedback to ensure team effectiveness and individual growth.
- Customer Support Management: Oversee the day-to-day operations of the support team, including ticket management, escalation handling, and resolution tracking, to meet service level agreements (SLAs) and customer expectations.
- Customer Relationship Management: Build strong relationships with key customers, understanding their business needs, challenges, and objectives to deliver personalized support and drive customer success.
- Technical Expertise: Maintain a deep understanding of our cloud platform and its functionality, serving as a subject matter expert to assist with complex technical issues and troubleshooting.
- Issue Resolution: Collaborate with cross-functional teams to identify and resolve customer issues promptly, ensuring minimal disruption to business operations.
- Process Improvement: Continuously assess and optimize support processes, tools, and workflows to enhance efficiency, scalability, and customer satisfaction. Implement best practices and standards for support operations.
- Performance Monitoring and Reporting: Track and analyze support metrics and KPIs, such as response times, resolution rates, and customer feedback, to measure performance, identify trends, and drive improvements.
- Training and Development: Develop and deliver training programs for support team members to enhance their technical skills, product knowledge, and customer service capabilities. Foster a culture of continuous learning and professional development.
Qualifications:
- Bachelor's degree in computer science, information technology, business administration, or a related field.
- Proven experience in a leadership role within a EDI/B2B SaaS cloud support environment.
- Strong technical background with expertise in EDI mapping and business process orchestration, communication protocols like AS2, SFTP etc.
- Excellent communication, interpersonal, and customer service skills.
- Demonstrated ability to lead and motivate teams, drive results, and foster a collaborative and inclusive work environment.
- Analytical mindset with the ability to analyse data, identify trends, and make data-driven decisions.
- Experience with support ticketing systems other support tools.
- Strong problem-solving skills and attention to detail.
- Customer-focused mindset with a passion for delivering exceptional service and building long-term customer relationships.
This is a complete night shift position with timings 9:30 PM - 6:30 AM. Apply only if you are fine with the shift timings.
