Technical Support Manager
MishiPay, India
Job Description
MishiPay, Bangalore
Role - Technical Support Manager
About Mishipay:
MishiPay (https://mishipay.com/) was founded in 2015 by Mustafa Khanwala (/in) and Tanvi Bhardwaj (/in), bringing the best of the online checkout experience to physical stores.
We do this with our Scan, Pay and Go experience. Using our native apps on Android or iOS, or our web app available on Chrome or Safari, customers scan the products they wish to buy in store using their own phone and pay instantly. This eradicates the need to wait in line or touch store hardware. The current Covid-19 crisis has given us another mission to keep retail staff safe whilst giving shoppers the confidence to return to High Streets and malls.
As the world’s leading Scan and Go provider as a third party application into retailers’ stores, we work with some of the world’s largest retailers including names like MUJI, Eroski, Dufry, Spar, Londis, Decathlon, and many others. The work is challenging, hard and long and requires you to be on top of your game but if the adventure and journey excites you then this is the place for you. We want to make sure that in exchange for this commitment from our team, we offer them the best package possible in terms of options, salary and bonus linked to the success of the business. You’ll also quickly see the impact of your work as we develop our products and customers.
About this role:
We are looking for a Technical Support Manager who will be fully responsible for running and managing the company’s technical support and customer service department which will include a team of support engineers. You will help build a team that provides enterprise-level assistance to our customers. You and your team will research, diagnose, troubleshoot and resolve software customer issues in an accurate and timely manner while working with the different systems and platforms including our iOS, Android, Web Shopper and Dashboard Applications and any related Backend web services. You will follow standard procedures to conduct an RCA and escalate any unresolved issues internally to the appropriate departments.
To be qualified for this role, you should have experience managing enterprise level technical support before this. You should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.
Requirements
What you'll bring along:
- B.Tech/BE degree in Information Technology, Computer Science or equivalent
- Proven working experience in enterprise technical support, IT support or as a technical engineer
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Ability to provide step-by-step technical help, both written and verbal
What you'll be doing:
- Define, implement and manage technical support processes and procedures
- Produce weekly and monthly summary management reports on technical support tickets and their resolution status
- Manage prioritisation, escalation and resolution of support incidents to the development teams
- Ensure the ticketing and documentation process for all support incidents is adhered to
- Take ownership of customer issues reported on Jira Support Desk or any other internal tools and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve system issues
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Mange the online FAQ and support article knowledge base and ensure that it is regularly updated by the team
- Follow the SLA for issues with respect to the severity
- Communicate and coordinate with the on ground Customer Success team to ensure the best shopper and client experience in stores
Benefits
What we offer:
- Opportunity to work in an agile environment with lean processes (fast and small iterations)
- A product that makes our customers’ life easier.
Why MishiPay?
You’ll work with an inspirational multi-cultural team, based in our central London HQ, the US and Bangalore, who are redefining the retail industry globally. We offer a tight-knit, collaborative and exciting work environment, coupled with the opportunity to see the apps we develop live in action within some of the world’s largest retailers, impacting the lives of millions of shoppers. You’ll also get: