Job Description
What You’ll Be Doing:
Lead the shift of junior and mid level Engineers, you would be responsible for the team to provide world class support and solutions to our customers through tickets & Live chat.
Be the last technical resort for your shift.
Demonstrate strong teamwork in a 24/7 environment, with flexibility in rotating shifts, including nights, weekends, public holidays
Randomly review team chats apart from Bad CSAT to uphold customer quality
Maintain ranking of the team members
Manage your shift (prioritization, control, escalation). Monitor and Improve Shift efficiency and quality.
Ensure excellent customer experience by keeping close eyes on every individual’s response in your shift, jump in by identifying the complexity and stressful situations.
Monitor and fix shift’s load / role rotation (delegate tasks between team members)
Manage resources to perform expectations...