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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
IDfy is Asia’s leading TrustStack, trusted by the best, with global expertise and enterprise-grade tech, we’re solving trust challenges, making compliance easy, fraud detection smarter, and onboarding seamless.
IDfy’s three platforms- OnboardIQ, OneRisk, and Privy - come together to form one seamless solution enabling trust.
OnboardIQ is an onboarding platform that accelerates growth with frictionless omni-channel onboarding, while mitigating fraud and improving quality of account.
OneRisk is a fraud and risk management platform to mitigate financial, legal, and reputational risks and avoid losses with proactive fraud prevention. It covers individual risk, entity risk, and asset risk.
Privy is a privacy and data governance platform to ensure DPDPA compliance through trust and privacy governance suite and avoid monetary and reputational loss.
Do check out more of the stuff we do:
IDfyU (Candidate page): https://sites.google.com/idfy.com/idfyu/home
Instagram: https://www.instagram.com/we.are.idfy/
LinkedIn: https://www.linkedin.com/company/idfy/
IDfy’s three platforms- OnboardIQ, OneRisk, and Privy - come together to form one seamless solution enabling trust.
OnboardIQ is an onboarding platform that accelerates growth with frictionless omni-channel onboarding, while mitigating fraud and improving quality of account.
OneRisk is a fraud and risk management platform to mitigate financial, legal, and reputational risks and avoid losses with proactive fraud prevention. It covers individual risk, entity risk, and asset risk.
Privy is a privacy and data governance platform to ensure DPDPA compliance through trust and privacy governance suite and avoid monetary and reputational loss.
Do check out more of the stuff we do:
IDfyU (Candidate page): https://sites.google.com/idfy.com/idfyu/home
Instagram: https://www.instagram.com/we.are.idfy/
LinkedIn: https://www.linkedin.com/company/idfy/
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.
