MoveInSync
Website:
moveinsync.com
Job details:
Company Description
MoveInSync is a global leader in employee transportation solutions, serving over 400 clients, including 112 Fortune 500 companies, across 39 countries. Headquartered in Bangalore, India, the company has been at the forefront of innovation in commuting solutions since 2009, offering reliable, secure, and sustainable services. With a fleet of more than 9,500 vehicles, including 800+ electric vehicles, MoveInSync provides comprehensive technology-driven transport systems for enterprises. Highly awarded and recognized for its excellence, MoveInSync delivers automated and efficient commuting solutions that enhance employee satisfaction, ensure ESG compliance, and streamline transport operations. The company values diversity and fosters an inclusive workplace environment.
Role Description
1. Independently understand and analyse the problem faced by customers and share detailed explanations with clients on the problem and solution provided.
2. Become a subject matter expert and remain up-to-date with all the latest developments of the product.
3. Be a team player: When dealing with ambiguity, work with the external (Customers, vendors), and internal stakeholders (Technical, Operations, and Account Management teams) and ensure SLAs are always met.
4. Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Software Support to manage resultant problems. Monitor, Measure, Improve and report SLAs for Support and SaaS tickets.
5. Ability to learn quickly about product, platform, and manage the entire knowledge base. Create and maintain technical documentation for support and knowledge base.
6. Work with the various stakeholders to ensure SLAs are always met. Work closely with Service Delivery and Account Management teams to ensure client Retention and Success.
7. Responsible for team performance, analyzing trends and reporting on performance metrics to management on a regular basis. Mentor and Motivate team members to provide outstanding support. Identify training needs for the team.
8. Maintain high quality standards and bring Innovation & process improvement to further growth of the team and self. Ensure there are robust procedures and processes within the software support function.
9. Implementing shift process and ownership mindset. Manage the Shift Rotation and Team Availability for 24 X 7 Support
Qualifications
- Strong Analytical Skills to assess issues and identify solutions effectively
- Proficiency in Technical Support and Troubleshooting for systems and software
- Excellent Customer Support and Communication skills to address client needs professionally
- Ability to work efficiently in on-site environments and contribute to cross-functional teamwork
- Knowledge of SaaS solutions or employee transport systems is a plus
- Prior experience in a support role is desirable
- Relevant Bachelor's degree in a technical or related field
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