Description

You will lead the service desk team and resolve complex technical issues for SaaS clients.

Responsibilities

• Manage the service desk team, overseeing daily operations and escalations.
• Troubleshoot and resolve advanced technical support tickets using SQL and data analysis.
• Maintain and optimize workflows in Freshdesk, ServiceNow, or Zendesk.
• Analyze support data and generate reports using advanced Excel functions.
• Ensure high-quality client communication and timely issue resolution.

Required Skills

• 10+ years of experience in technical support, with 8+ years in SaaS environments.
• 2+ years of experience in a team lead or supervisory role.
• Strong proficiency in SQL for data querying and analysis.
• Hands-on experience with Advanced Excel for reporting and data manipulation.
• Proven experience with service management tools such as Freshdesk, ServiceNow, or Zendesk.
• Excellent verbal and written communication skills for client handling.

Key Skills

Education

Any Graduate