Gigmo Solutions

Role Description - Lead and manage a team of Technical Support Agents (chat & email). - Monitor team performance and provide regular feedback, coaching, and mentoring. - Ensure high-quality customer interactions with clear and accurate communication. - Handle customer escalations and resolve complex technical issues. - Ensure adherence to SLAs, response time, and resolution targets. - Manage and prioritize team workload and support queues effectively. - Assist team members in troubleshooting and resolving customer issues. - Collaborate with cross-functional teams for issue resolution. - Conduct quality audits and ensure compliance with SOPs. - Identify process gaps and drive continuous improvement initiatives. - Track key performance metrics (CSAT, productivity, SLA adherence). - Prepare and share performance reports with management. Qualifications - Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent). - 5+ years of experience in customer support (chat/email). - Minimum 1–2 years of experience in a team handling or leadership role. - Excellent written communication skills with attention to detail. - Strong analytical and problem-solving abilities. - Familiarity with customer support tools and chat platforms. - Ability to manage remote teams and multitask effectively. - High level of empathy, patience, and customer focus. Requirements - Location: Remote (Anywhere in India) - Shift: Rotational (24/7 environment) - Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps

• Supervise full recruitment cycle, which includes job posting, identifying, and recruit talented professionals by using various types of media, internal resources and Job Portals. • You will be responsible for resume screening, applicant tracking; interview scheduling, interviewing and determining compensation based on market and internal equity as well as on-boarding and tracking successful placement. • Source potential candidates on niche platforms, like LinkedIn, Naukri. • Managing pipelines and follow up with the candidates. • Liaison with TPOs for campus recruitment (If campus hiring is done) • Interviewing candidates combining various methods (e.g. structured interviews, technical assessments and behavioral questions) • Headhunting, generating leads and converting them. • Generating monthly Recruitment MIS report, weekly recruitment status and manpower summary. • Conduct job and task analyses to document job duties and requirements with TA team.

• Creating strategies with senior management and develop policies that will correlate with the organization goal. • implementing effective processes and standards. • Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters. • You are required to manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures  • You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change  • You will be responsible for providing guidance to our in-house Management Trainee • Should keep a close track of the NSAT Scores and the productivity of the team members • You are required to induct new joiners i.e Engineers and Team Leader about the technical support process. • Responsible for management of critical and complex changes wherever applicable • Initiate and drive continuous service improvement plans. • Identification and communication of potential risks and dependencies in timely manner to stake holders • Responsible for Performance management, career development and retention of the team members • Should have an innovative and transformational mindset to identify opportunities to optimize processes ** **

• Responsible for overseeing the daily operations of technical support engineers who are Providing Microsoft 0365 support to business customers of a large global software house as well as participating as an active member of the team. • Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations. • Record and track team SLAs and workflows and provide support where needed for both internal and external customers. • Manage and report on all incoming technical support inquiries. • Assist in the creation of the team KPIs as well as monitor and report on results. • Be actively involved with the operational delivery keep a close track of the NSAT Scores and the productivity of the team members. • Monitor team performance and report on metrics. • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner. • Review all technical support related processes and documentation for continuous improvement. • Providing timely feedback to team members and resolve issues. • Create an open communication culture and an inspiring team environment. • Lead by Example in professionalism, Communication, and technical Expertise.

• Lead and manage a team of Technical Support Agents (chat & email). • Monitor team performance and provide regular feedback, coaching, and mentoring. • Ensure high-quality customer interactions with clear and accurate communication. • Handle customer escalations and resolve complex technical issues. • Ensure adherence to SLAs, response time, and resolution targets. • Manage and prioritize team workload and support queues effectively. • Assist team members in troubleshooting and resolving customer issues. • Collaborate with cross-functional teams for issue resolution. • Conduct quality audits and ensure compliance with SOPs. • Identify process gaps and drive continuous improvement initiatives. • Track key performance metrics (CSAT, productivity, SLA adherence). • Prepare and share performance reports with management.

Gigmo Solutions Pvt. Ltd. is a fast-growing global organization with presence across multiple regions including the Americas, Europe, Africa, and Asia. The company specializes in multilingual customer support and leverages AI-driven solutions and a global gig workforce to deliver efficient and scalable support services. Key Responsibilities: - Lead and manage a team of Technical Support Agents (chat & email). - Monitor team performance and provide regular feedback, coaching, and mentoring. - Ensure high-quality customer interactions with clear and accurate communication. - Handle customer escalations and resolve complex technical issues. - Ensure adherence to SLAs, response time, and resolution targets. - Manage and prioritize team workload and support queues effectively. - Assist team members in troubleshooting and resolving customer issues. - Collaborate with cross-functional teams for issue resolution. - Conduct quality audits and ensure compliance with SOPs. - Identify process gaps and drive continuous improvement initiatives. - Track key performance metrics (CSAT, productivity, SLA adherence). - Prepare and share performance reports with management. Qualifications: - Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent). - 5+ years of experience in customer support (chat/email). - Minimum 1–2 years of experience in a team handling or leadership role. - Excellent written communication skills with attention to detail. - Strong analytical and problem-solving abilities. - Familiarity with customer support tools and chat platforms. - Ability to manage remote teams and multitask effectively. - High level of empathy, patience, and customer focus. Work Details: - Location: Remote (Anywhere in India) - Shift: Rotational (24/7 environment) - Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps

• Creating strategies with senior management and develop policies that will correlate with the organization goal. • implementing effective processes and standards. • Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters. • You are required to manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures  • You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change  • You will be responsible for providing guidance to our in-house Management Trainee • Should keep a close track of the NSAT Scores and the productivity of the team members • You are required to induct new joiners i.e Engineers and Team Leader about the technical support process. • Responsible for management of critical and complex changes wherever applicable • Initiate and drive continuous service improvement plans. • Identification and communication of potential risks and dependencies in timely manner to stake holders • Responsible for Performance management, career development and retention of the team members • Should have an innovative and transformational mindset to identify opportunities to optimize processes ** **

About Gigmo Solutions Pvt. Ltd.    Gigmo Solutions Pvt. Ltd is a fast-growing organization with global experience, having presence in several countries like America, Europe, Africa, and Asia.  Gigmos aims to transform customer support domain by leveraging curated Gig workforce across the globe and using cutting edge AI technologies for increased support efficiency at reduced cost and enhanced flexibility.      Website: https://Gigmos.com   LinkedIn: https://www.linkedin.com/company/14543064  Hardware Pre-requisites: - Laptop (16 GB RAM), Windows 11 Pro , Internet speed- min 50 MBPS upload and download    Please note that candidates must be having minimum of 8+ years of experience as operation head/manager in Technical Support process (Microsoft M365) Role and Responsibilities:   You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as commitment to productivity. You are a self-starter, go-getter, proactive and could learn and perform in a fast-paced environment. You are dynamic, result oriented and could drive results through others, possess strong analytical and negotiation skills and excellent process orientation.      - Creating strategies with senior management and develop policies that will correlate with the organization goal.   - implementing effective processes and standards.   - Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters. - You are required to manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures  - You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change  - You will be responsible for providing guidance to our in-house Management Trainee - Should keep a close track of the NSAT Scores and the productivity of the team members - You are required to induct new joiners i.e Engineers and Team Leader about the technical support process. - Responsible for management of critical and complex changes wherever applicable   - Initiate and drive continuous service improvement plans. - Identification and communication of potential risks and dependencies in timely manner to stake holders   - Responsible for Performance management, career development and retention of the team members   - Should have an innovative and transformational mindset to identify opportunities to optimize processes       Qualifications and Experience     - Graduate with minimum 8 years of Experience as operation head/manager in Technical Support process (Microsoft M365) - Concierge LOB is preferred. - Work Location- Work from Home  - Shift Timings - Rotational

• Creating strategies with senior management and develop policies that will correlate with the organization goal. • implementing effective processes and standards. • Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters. • You are required to manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures • You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change • You will be responsible for providing guidance to our in-house Management Trainee • Should keep a close track of the NSAT Scores and the productivity of the team members • You are required to induct new joiners i.e Engineers and Team Leader about the technical support process. • Responsible for management of critical and complex changes wherever applicable • Initiate and drive continuous service improvement plans. • Identification and communication of potential risks and dependencies in timely manner to stake holders • Responsible for Performance management, career development and retention of the team members • Should have an innovative and transformational mindset to identify opportunities to optimize processes

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Responsible for overseeing the daily operations of technical support engineers who are providing Microsoft 0365 support to business customers of a large global software house as well as participating as an active member of the team. - Act as a mentor and provide oversight, coaching, and training to technical support engineers - Be the point of contact for technical escalations - Record and track team SLAs and workflows - Provide support for both internal and external customers - Manage and report on all incoming technical support inquiries - Assist in the creation of the team KPIs and monitor/report on results - Be actively involved with operational delivery - Keep a close track of NSAT Scores and team productivity - Monitor team performance and report on metrics - Ensure all customer inquiries and issues are solved correctly and promptly - Review all technical support related processes and documentation for continuous improvement - Provide timely feedback to team members and resolve issues - Create an open communication culture and an inspiring team environment - Lead by example in professionalism, communication, and technical expertise Qualifications - Proven people management and leadership skills - Excellent communicator, both oral and written - Strong analytical skills to investigate and resolve customer support tickets - Able to multi-task efficiently under time pressure - Graduate with minimum 4-6 years of experience in Technical Support process - Minimum 1 year of experience as a Technical Leader with Microsoft vendor - Good knowledge in Microsoft Office 365 - Detailed knowledge on products of Office 365 (Exchange Online, SharePoint, Microsoft Teams) - Prior experience of managing Enterprise Team will be preferred Requirements - Permanent work from home - Required to work in US Shift Timings - CTC as per industry standards Company Description - Website: www.gigmos.com