Transaction Management and Monitoring
Angel & Genie · Bengaluru · onsite · Posted 55d ago
About a minute. You'll make an account on the way through.
About this role
KeyResponsibilities: NIGHT SHIFT ROLE
1.TeamLeadership:LeadandmentorateamofEDI/B2Bsupportspecialists,
providingguidance,coaching,andperformancefeedbacktoensureteam
effectivenessandindividualgrowth.
2.CustomerSupportManagement:Overseetheday-to-dayoperationsofthe
supportteam,includingticketmanagement,escalationhandling,and
resolutiontracking,tomeetservicelevelagreements(SLAs)andcustomer
expectations.
3.CustomerRelationshipManagement:Buildstrongrelationshipswithkey
customers,understandingtheirbusinessneeds,challenges,andobjectivesto
deliverpersonalizedsupportanddrivecustomersuccess.
4.TechnicalExpertise:Maintainadeepunderstandingofourcloudplatform
anditsfunctionality,servingasasubjectmatterexperttoassistwithcomplex
technicalissuesandtroubleshooting.
5.IssueResolution:Collaboratewithcross-functionalteamstoidentifyand
resolvecustomerissuespromptly,ensuringminimaldisruptiontobusiness
operations.
6.ProcessImprovement:Continuouslyassessandoptimizesupport
processes,tools,andworkflowstoenhanceefficiency,scalability,and
customersatisfaction.Implementbestpracticesandstandardsforsupport
operations.
7.PerformanceMonitoringandReporting:Trackandanalyzesupportmetrics
andKPIs,suchasresponsetimes,resolutionrates,andcustomerfeedback,
tomeasureperformance,identifytrends,anddriveimprovements.
8.TrainingandDevelopment:Developanddelivertrainingprogramsfor
supportteammemberstoenhancetheirtechnicalskills,productknowledge,
andcustomerservicecapabilities.Fosteracultureofcontinuouslearningand
professionaldevelopment.
Qualifications:
.Bachelor degreeincomputerscience,informationtechnology,business
administration,orarelatedfield.
.ProvenexperienceinaleadershiprolewithinaEDI/B2BSaaScloudsupport
environment.
.StrongtechnicalbackgroundwithexpertiseinEDImappingandbusiness
processorchestration,communicationprotocolslikeAS2,SFTPetc.
.Excellentcommunication,interpersonal,andcustomerserviceskills.
.Demonstratedabilitytoleadandmotivateteams,driveresults,andfostera
collaborativeandinclusiveworkenvironment.
.Analyticalmindsetwiththeabilitytoanalysedata,identifytrends,andmake
data-drivendecisions.
.Experiencewithsupportticketingsystemsothersupporttools.
.Strongproblem-solvingskillsandattentiontodetail.
.Customer-focusedmindsetwithapassionfordeliveringexceptionalservice
andbuildinglong-termcustomerrelationships.
Sourced from foundit