Technical Support Lead eFarda e-Commerce

  • Full Time

  • Tehran

      -   Tehran

Technical Support Lead

Posted 9 weeks and 0 Days ago

Job Description

Seeking a highly motivated and energetic candidate for the position of Technical Support Lead. Has the ability to work in a fast-paced environment, under pressure, remaining flexible, proactive, resourceful and efficient. Reporting to Product Manager, this role should act as Technical PO with outsourced development team in mid-term to help build a separate support team in long-term. This team should help customers to use APIs, troubleshoot product problems and maintain the product as well. Our product is set of APIs, so our customers are developers! We need a person to build a team to support developers, right after customers’ onboarding to operational support. What You’ll Be Doing: - Creation, developing, leading, mentoring and auditing the Technical Support Team. - Design and agree customers’ onboarding and support processes with all stakeholders. - Act as the technical liaison with outsourced dev-team. - Understand customer requirements and business opportunities. - Act as a single point of contact and be the advocate between cross-functional groups. - Responsible for First and 2nd Layer of Technical Support. - Track goals and metrics to measure the effectiveness after release; monitor & report on progress to stakeholders - Perform product new tool integrations and run satisfactorily product SLA.

Requirements

- At least 2-4 years of experience in technical support. - Basic coding skills would be an advantage. - Related experience in CRM or other issue tracking tools would be huge plus. - Basic network and data-base knowledge is preferred. - Excellent teamwork, written and verbal communication skills. Ability to communicate ideas in both technical and user-friendly language - Good and effective communication skills is necessary. - Ability to support Agile Scrum or Kanban methodologies

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