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Technical Support Lead

Narvar

Narvar

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Wednesday, June 5, 2024

Narvar is growing! As a Technical Support Lead, you will be the department subject matter expert and provide advanced technical assistance and support to customers and other support engineers.You will work closely with not only the support team but other cross functional teams ( Sales, Implementation, Engineering, Logistics, etc )in helping drive function level initiatives for the overall success of Narvar. You will also serve as the primary escalation point in resolving complaints and complex issues from high value customers. You’ll help to identify areas of improvement contributing to the improvement and development of support processes.

Day-to-day

  • Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction
  • Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures
  • Ensure high ticket productivity while maintaining a minimal backlog
  • Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs)
  • Serve as the main escalation point for critical issues and actively participate in customer calls as required
  • Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed.
  • Work with cross functional teams like Sales, Implementation, logistics, Engineering in driving resolution to critical customer issues and drive process improvement initiatives

Other KRA’s

  • Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment.
  • Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback.
  • Data driven approach in Identify opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements.
  • Participate in or lead projects aimed at improving support services, product features, and customer satisfaction
  • Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices
  • Maintain deep expertise in the company’s products, services, and technologies, staying updated with the latest developments and industry trends.

What we’re looking for

  • 7-10 years of experience in technical support or a related field, with a strong background in troubleshooting and resolving complex technical issues for global customers in the product support space
  • Deep understanding of API’s and Knowledge of database tables & SQL
  • Proficiency in HTML, CSS, JavaScript and Microsoft excel and intermediate Python
  • Ability to work independently with minimal supervision as a member of a team spanning across multiple cultures and time zones
  • Outstanding verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences
  • Excellent analytical and problem-solving abilities, with a proven track record of resolving complex technical issues.
  • Strong customer service orientation, with a commitment to delivering exceptional support experience.
  • Readiness to work in India Night shift (US Day shift) and weekend shift as required
  • Flexibility and agility with changing priorities and responsibilities in a fast paced environment
  • Ability to create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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