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Career Opportunities: Operations Manager (42478)

8.00 to 10.00 Years   Mexico (Mexico)   02 Mar, 2025
Incedo Inc
Job LocationMexico (Mexico)
EducationMCA/ PGDCA, ME/ M.Tech./ MS (Engg/ Sciences)BE/ B.Tech (Engineering)
SalaryAs per Industry Standards
IndustrySoftware Services, Internet/Dot com/ISP
Functional AreaIT Software : Software Products & Services
EmploymentTypeFull-time

Job Description

Company OverviewIncedo is a US-based consulting, data science, and technology services firm with over 3000 people helping clients from our six offices across the US, Mexico, and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, Banking, Wealth Management, product engineering, and life science & healthcare industries.Working at Incedo will provide you an opportunity to work with industry-leading client organizations, deep technology and domain experts, and global teams. Incedo University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect, or a domain expert based on your skills and interests.Our Mission is to enable our clients to maximize business impact from technology by:

  • Harnessing the transformational impact of emerging technologies
  • Bridging the gap between business and technology
Role DescriptionAs a Senior Technical Lead - Voice/Chat/Email Support at Incedo, you will be responsible for providing customer support to clients through various channels such as voice, chat, and email. Your duties will include handling customer inquiries and complaints, providing technical support, resolving issues in a timely and efficient manner, maintaining customer satisfaction, and adhering to service level agreements.Roles & Responsibilities:
  • Provide support to customers through various channels such as phone, email, and chat.
  • Resolve customer issues and escalate issues to the appropriate teams when necessary.
  • Maintain accurate records of customer interactions and issues.
  • Familiarity with customer service software like Salesforce Service Cloud, Zendesk, and Freshdesk.
  • Foster a collaborative and supportive work environment, promoting open communication and teamwork.
  • Demonstrate strong leadership skills, with the ability to inspire and motivate team members to perform at their best.
Technical Skills Requirements:
  • Strong customer service skills and experience in providing technical support.
  • Proficiency in voice, chat, and email communication channels.
  • Familiarity with ticketing systems such as Zendesk, ServiceNow, or Salesforce.
  • Ability to troubleshoot technical issues and provide effective solutions.
  • Lead and manage a team of professionals to achieve organizational goals.
  • Provide guidance, support, and mentorship to help employees grow and develop professionally and focus on Career Management.
Nice-to-have skills
  • Qualifications
Qualifications
  • 8-10 years of work experience in a relevant field
  • B.Tech/B.E/M.Tech or MCA degree from a reputed university. Computer science background is preferred
Company ValueWe value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Keyskills :
customer service skillstechnical support experiencecommunication proficiencytroubleshooting technical issues team leadership ability salesforce program manager telecom technical skillsservicenow leadership skills

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