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...

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