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Product Support Lead
Job Title:
Product Support Lead
Job Description:
You will be providing End-To-End support to the development team and end-users. This job will be for Day / night / Rotational shifts
Detailed knowledge of L1 technical product support with experience of 3+ years, experience of leading a technical support team"
Experience Range:
3 - 5 years
Educational Qualifications:
Any graduation,
Job Responsibilities:
- Responsible for the management, organization, and coordination of the day to day work of a team of level 1 technical product support executives within to deliver the highest standards of services to customers.
- Ensure that customer requests & issues are dealt with the performance and service standards as laid down by the department. Personally deal with more complex inquiries, including complaints and inquiries, by Idfy set procedure and product performance.
- Maintain and develop a thorough and up-to-date working knowledge of Idfy services and products including procedures, guidance, and legislation to deal with customer inquiries. Implement any changes to procedures, business processes, technology, and legislation. Continually assess the effectiveness of the team, especially in terms of quality of service, and make any necessary adjustments.
- Critically analyze information, monitor performance, and make recommendations for continuous improvement to meet targets. Prepare and present reports and management information relating to performance, budgets, and any other aspect of the team’s work.
- Ensure that level 1 support executives achieve the required performance targets and standards following the business plan. Monitor and report progress and performance, provide feedback and take appropriate corrective action. Ensure that personal targets and deadlines are met.
- Motivate, develop, coach, train, induct, and formally appraise employees to set performance standards, recognize achievement, and deal with performance issues.
Skills Required:
Team Leadership, Customer Support, MySQL,
Candidate Attributes:
• Experience in providing technical product support.
• Experience in executing scripts to carry out respective tasks.
• Working with Google Sheets / Excel to provide daily reports
• Ready to work in shifts.
• Eager to learn new technologies and tools.
• Knowledge of using SQL for database analysis and reporting MIS.
- detailed knowledge of level 1 technical product support functions
- street smart
- excellent communication and presentation skills
- the ability to multi-task, prioritize, and manage time effectively
- strong decision-making skills
- attention to detail
- ability to prioritize (and reprioritize) when necessary
- team management
Job Code: KL-GM4ABXM2
About Us
Eliminate Fraud. Establish Trust.
IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Mitigation, Digital Onboarding and Digital Privacy.
We establish trust while delivering a frictionless experience for you, your employees, customers and partners.
Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry.
With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry.
Our clients include HDFC Bank, Induslnd Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others.
We have successfully raised $27M from Elev8 Venture Partners, KB Investment, and Tenacity Ventures!
IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Mitigation, Digital Onboarding and Digital Privacy.
We establish trust while delivering a frictionless experience for you, your employees, customers and partners.
Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry.
With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry.
Our clients include HDFC Bank, Induslnd Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others.
We have successfully raised $27M from Elev8 Venture Partners, KB Investment, and Tenacity Ventures!
Why Us?
At IDfy, you will work on the entire end-to-end solution rather than a small cog of a giant wheel.
Thanks to our problem-centric approach, one in which we find the right technology to solve a problem rather than the other way around, you will always be working on the latest technologies.
You should be sold by now, but if you're not, here's some more. You'll have the chance to brainstorm in bean bags, strategise over foosball, and collaborate with a crew that's as quirky as it is brilliant.
Thanks to our problem-centric approach, one in which we find the right technology to solve a problem rather than the other way around, you will always be working on the latest technologies.
You should be sold by now, but if you're not, here's some more. You'll have the chance to brainstorm in bean bags, strategise over foosball, and collaborate with a crew that's as quirky as it is brilliant.
