21North Europe Assistance

Bangalore, Karnataka

Key Responsibilities:* Lead the technical aspect of a product development team (30-50%) * Handle general managerial tasks in the team (50-70%) * Architect, design and deliver system given the specifications and requirements. * Establish best coding practices and provide technical recommendation on systems and tools; * Guide, mentor and coach team members on their progression and development of technical and personal skills; * Communicate with Engineering Manager, Product Manager to understand business requirements of the product. * Plan, organize and develop new ideas/features for our system. * Document and maintain software functionalities. * Respond and follow up to incorporate feedback and draw new insights. * Prioritize tasks to meet multiple deadlines. Requirements* A total of 5 - 8 years of experience only. * Understanding of the front-end and back-end processes; * Ability to work with HTML / CSS, Ability to work with databases. * At least 3 years of related technical experience in building large-scale, high-availability, low-latency systems. * At least 2 year of proven leadership and managerial skills. * Strong technical knowledge with web technology stacks. * Strong in analytics and problem solving technique * Experience with cloud, Linux systems is a strong plus. * Understanding of digital advertising technologies is a plus * Willingness to learn and able to pick up new technology or new concepts fast; * Able to work independently as well as in collaborative mode with minimum supervision;* Work productively even under pressure; * Excellent attitude, analytical, organizational and problem-solving skills coupled with a good work ethic with proper follow-through; * Excellent communication in written and spoken English. * Possess at least a Degree or Diploma in computer science, engineering, or IT related experience;

Essential Duties: Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals. Oversee the day-to-day operations of the Technical Support Team Act as a senior agent who will drive customer satisfaction through customer support Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures. Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services. Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience. Auditing customer accounts to ensure accuracy of information. Handling escalated issues from customers. Level I & II support for inbound tickets, email, phone & remote based technical support for on-site and remote employees Jira tech tickets resolution support & other duties as and when required Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels Dynamic, energetic, motivated, positive outlook Skilled in a computerized work environment utilizing Microsoft Office, specifically Word and Excel Ability to work with minimal supervision Team player with good interpersonal skills Good understanding of Web & Mobile Applications, Cloud Technologies Able to communicate with developers and handle bug fixes with priorities Be the point of contact when it comes to technical escalations Record and track team SLAs and workflows Provide support where needed for both internal and external customers. Monitor team performance and report on metricsMinimum Qualifications: Bachelor Degree or College Diploma in a relevant field preferred 5+ years of experience in a Technical Support role Previous experience in a leadership or management role, preferably in the IT sector.