Lead Customer Support

At Netradyne, our team is committed to delivering solutions to our customers that advance their market leadership. Our focus is to continuously drive innovation, while delivering meaningful actionable data. The Netradyne Driveri® Vision-Based Driver Recognition Safety Program significantly advances the technology category through the application of Artificial Intelligence, Machine Learning and Edge Computing. The foundations of Driveri® are equally focused on providing comprehensive performance insights, highlighting positive activity as well as significantly reducing the resources needed to address risk. Netradyne draws from a diverse team of innovators, technologist, and customer advocates to create an experience where customer success continues to motivate what is next.

Netradyne - Lead Customer Support- Cloud Business Vertical

Work Location:- Bangalore.

The Team Lead Customer Support serves as an important first level liaison between Netradyne and our customers. This role is responsible for ensuring the success of our customers by providing timely resolution of customer reported issues and requests. Will lead team of Customer Support analyst in an assigned shift and responsible for the customer support operations and escalations during the shift. The ideal candidate will have excellent communication skills (English), customer relationship skills and experience supporting international customers (US or UK).

Roles & Responsibility

· Take end to end ownership of resolution of reported customer issues and request by probing, analysing, and working with multiple technical teams internally.

· Liaising with other functions to ensure customer issues/requests are resolved satisfactorily in a timely manner.

· Following with customers to ensure their issues and requests have been addressed to their satisfaction and keeping them updated status of open cases.

· Escalating complex customer issues to next level and ensure there’s a proper hand off on escalated issues.

· Delivering value added solution to clients, identifying and promoting service improvement, efficiencies, and opportunities.

· Staying current with Product knowledge and improve technical skills to be able to resolve most of the customer issues on first contact.

· Responsible for the Customer Support operations of the assigned shift, available for escalations or to assist team members in resolving customer issues.

Mandatory Skills: - Product Support/ Technical Support / Application support and SQL.

Requirement & Experience

· Bachelor’s degree in Computer Science or equivalent with 5- 10 years of relevant technology support experience.

· Strong verbal and written communication skills with excellent interpersonal and customer service skills.

· Excellent problem-solving abilities, attention to detail and resolution skills.

· Previous customer service experience, preferably in a fast-paced environment.

· Demonstrated ability to empathize with customers, actively listen, ability to always defuse situation than intensify one.

· Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome.
• Demonstrate professionalism, discretion, and good judgement in all interactions with customers and co-workers.
• Open to working in night shifts or any shift based on business requirement.

· Familiarity working with ITSM/CRM tools, preferably Sales Force