Founder and CEO at Simplotel
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Simplotel - Team Lead - Technical Support (2-3 yrs)
Company Profile :
Simplotel is a well-funded Bangalore based SaaS company focused on helping hotels across the globe grow direct bookings. The name Simplotel comes from the combination of Simple and Hotel. Simplotel was founded in Oct 2013 and we are funded by Make my Trip.
Job description :
We are looking for an Operations Support Team Lead who- ll run the complete technical support process. This includes managing day-to-day priorities, helping the team with escalations, and handling direct ticket load. They will report to the Operations Manager and work with them on planning and executing goals and deadlines.
The position requires a combination of technical skills and good command on the project and priority management. You'll also need to be a good communicator, both externally with the customers and internally, with various other teams.
- Ask customers targeted questions to quickly understand their requests.
- Follow defined steps to resolve the tickets and help the customers
- Talk to clients through a series of actions, either via phone, email or chat, until they've solved the issue.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
- Provide prompt and accurate feedback to customers.
- Prioritize and manage several open issues at one time.
- Create an inspiring team environment with an open communication culture.
- Oversee day-to-day operation & always be ready to get your hands dirty.
- Document knowledge and detailed steps in the form of notes and manuals.
- Work with your manager for long term goal planning and execution.
- Good understanding of computer systems, mobile devices and comfortable with using software products.
- Excellent problem-solving and communication skills
- Ability to provide step-by-step guidance, both written and verbal
- 2 to 3 years of experience in Support or consultation.
- Proven work experience as a team leader or supervisor
Job Location : Bengaluru.