Executive

Innoviti Technologies Pvt. Ltd. is Indias largest Payments-based Retail SaaS platform for enterprise brands and their SME channel partners. We are looking for a talented Executive to oversee day-to-day support operations for a team of support engineers of varying experience working across our entire product portfolio and times of day.

The ideal candidate will be a client advocate owning the issue and the solution and will have experience managing a support and implementation services team. The Executive will be responsible for tracking and reviewing Key Performance Indicators and metrics against Service Level Agreements assisting new team members with training and OJT and mentoring and growing a team of support engineers to develop their technical and soft skills.

The Executive will also ensure support inquiries are following the correct internal channels are addressed in a timely fashion collaborate with other support and product leaders to prioritize software bugs for resolution and participate in status calls with clients and other team members. The Executive will contribute to growing knowledge base with internal and client-facing content document all communication via ticketing systems and perform merchant onboarding and system changes for new requirements from merchants.

The Executive will work closely with the support and product teams to ensure seamless delivery of support services to our clients. The Executive will also be responsible for identifying and implementing process improvements to enhance the overall support experience.

The ideal candidate will have a strong technical background excellent communication skills and the ability to work effectively in a fast-paced environment. The candidate should be able to work autonomously and also collaborate effectively with the support and product teams.

We offer a competitive salary and benefits package as well as opportunities for growth and development. If you are a motivated and results-driven individual who is passionate about delivering exceptional support services we encourage you to apply for this exciting opportunity.

Required Skills:

Graduate degree in Computer Science Computer Engineering or related technical discipline from Tier-1 Institutes0-2 years working in a support or similar client-facing role in softwarePrior experience managing a support and implementation services teamInterested in process excellence; proven experience optimizing a support (or similar) process workflowMotivated by developing othersProficient/fluent English-language written and verbal communications skillsAbility to work autonomously and also collaborate effectivelyStrong in SQL and ExcelAbility to explain technical issues to non-technical staff and clientsExperience using case management systems ( Jira ZenDesk)Banking / Visa / Master experienceITIL certifiedFamiliarity with Java/J2EE applications Unix & LinuxFamiliarity with database technologies including Oracle or SQL ServerExperience with reporting/business intelligence solutions a plus