Technical Support Lead

 We are looking for people who are:

  • Great problem solvers and can resolve complex, highly technical issues under time pressure.
  • Creative and able to “think out-of-the-box”
  • Excellent verbal and non-verbal communication. Person should be able to disseminate information in a clear and correct manner to both business and technical audiences
  • Capable of handling multiple issues and tasks

 

Responsibilities

  • Setup and augment technical support team in Bangalore for voice and non-voice both. You will have to setup build the team from scratch which includes hiring of the staff
  • Clearly communicate with customers via telephone or email to ensure that you understand the issue and they understand the resolution.
  • Work independently with our customers’ technical teams on post- sales technical issues. The investigation of technical issues may involve complex data analysis from Livestream’s distributed network and an in-depth examination of the interaction between Livestream and the customer’s origin infrastructure.
  • Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations and Professional Services
  • Define requirements and/or code tools in order to automate troubleshooting tasks.
  • Develop methods and best practices for delivering outstanding service.
  • Subject Matter Expert of multiple product/services and work with engineering to ensure that new Livestream services can be supported as part of the New Product Introduction (NPI) process.
  • Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Livestream’s services.

 

Qualifications:

 

Basic Qualifications

  • Education: Bachelor’s Degree in Computer Science/Engineering, Management Information Sciences (MIS), or relevant engineering/science fields.
  • Overall Experience: 5-7 years or equivalent experience
  • Should have set-up technical call center technical support team
  • Should have managed voice based support for minimum of 2 years and non-voice for one year
  • Should have managed technical support for Americas and Europe.

 

Desired Qualifications

  • In depth knowledge of how the Internet works (HTTP , DNS, Amazon EC2 network).
  • In depth knowledge of how Video streaming works
  • Experience with Automated Call Distribution (ACD) at least one CRM system such as Siebel/Remedy and any open source system
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