Description

 

Support Analyst, Team Lead

Location: Vadodara, India

No of Position: 9

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform™, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what we call, Business Uninterrupted.

Responsibilities

• Lead, manage and motivate a team to implement and meet agreed targets
• Act as a senior agent who will drive customer satisfaction through customer support
• Act as a mentor and provide oversight, coaching, and training to support staff
• Record and track team SLAs and workflows
• Clearly communicate escalated issues to next Tier and product managers as needed
• Ensure effective 121 reviews, absence management and performance reviews monthly
• Through effective coaching, help your team identify opportunities to acquire new business and generate revenue
• Managing the agreed levels of calling activity to raise revenue throughout the team
• Provide daily/weekly/monthly update reports to Centre Manager for review
• Responsible for coaching and goal setting with the team to support achieving targets
• Meeting/exceeding set KPI’s on a daily/weekly/monthly basis
• Responsible for representing the company in a professional manner

Qualifications
 

• Minimum graduate or equivalent in relevant field.
• Min 5 years’ experience working in Support function and min 2+ years in lead  / similar role
• Excellent communication skills
• An excellent team builder and motivator who will thrive on working closely with the team to achieve challenging but exciting targets
• Ability to engage and encourage direct reports
• Highly driven with enthusiasm to support a team to meet high targets and to keep calm under demanding pressure
• Ability to demonstrate passion and drive for our products
• Effective organization and prioritization skills
• Ability to be self-motivated
• Using initiative can recognize when performance based incentives need to be added
• Confident in coaching techniques, can support and mentor others in this area
• Ability to adapt to change

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state or local protected class.