Hybrid Tech support executive na FieldAssist

We are looking to hire a Technical Support Executive to help coordinate and execute technical interfaces between FieldAssist and its Partners. You will be responsible for managing a group of FieldAssist Support Analysts in order to assist the team and our clients in resolving technical and application-related inquiries regarding FieldAssist software products. In assessing and improving support processes and metrics, including team performance and customer satisfaction, you will work to ensure that our core team of Analysts continues to deliver world-class technical and application support to FieldAssist dynamic and growing customer base.

FieldAssist is a SaaS-based technology platform transforming the route-to-market capabilities of CPG companies across the value chain. From distributors to retailers, salesmen to leaders, all stakeholders are connected digitally through an integrated platform that simplifies how sales are planned, processed, and predicted, and distribution is discovered, developed, and deployed. Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 550+ CPG brands including Godrej Consumers, Saro Africa, Danone, Tolaram, Haldiram’s, Eureka Forbes, Bisleri, Nilon’s, Borosil, Adani Wilmar, Henkel, Jockey, Emami, Philips, Ching’s and Mamaearth among others. Every day over 100,000 users reach 7.5 million outlets using FieldAssist technology- built for all. It is making the CPG industry a technology driven powerhouse.

For one in the Seat:
Responsibilities

1. Working with Partners to support, train, integrate and execute their solution through
FieldAssist APIs and maintain SLA’s
2. Quality Assurance to assure APIs meet the needs of those Partners.
3. Improve and enhance documentation based on best practices and what you see in the
field. 

4. Training and development of the Technical Support team particularly in the development
of customer service, time management, and problem-solving skills ensuring world-class
support for FieldAssist customers.

5. Effectively servicing client management escalations in line with accepted best practices
and processes, collaborating with other departments on necessary nextsteps
6. Developing, measuring and managing customer support metrics such as quality of
service, close rates, response times, and teamwork
7. Communicate and develop relationships with the Engineering and Technical Operations
teams to prioritize and address high priority technical issues
8. Identifying, managing and executing Technical Support strategic projects and initiatives.

1. Any grad with 1.5-2 years of work experience.
2. Good Command on SQL Queries.
3. Experience in managing the ticketing platforms like Freshdesk, Zendesk, etc.
4. Experience in DevOps is a plus.
5. You have demonstrated the ability to lead a team in a highly demanding, fast-paced
environment.
6. You are an effective communicator with the ability to manage and implement change in
a dynamic environment.
7. You have the ability to empathize with customers and convey confidence, displaying
have superb listening skills and verbal and written communication skills.
8. You have demonstrated expertise in improving and managing Technical Support
processes and methodologies

Know Your Leaders

Varun Pandey heads the technology function at FieldAssist. After graduating from IIT in
2014, he founded his start-up called ReweYou - Place to Express and to Get Public Opinion
on Anything. After spending 3 years in his own venture, he joined FieldAssist. During this time, he also was a co-founder for Workozy which is now a full-blown arm of FieldAssist. He is an entrepreneur who is passionate about Technology. He believes in Reforms and fixing things.