Customer Support Lead

About Onebeat:

Onebeat is a cloud enterprise platform that manages merchandise and inventory. We leverage machine learning to improve long-term forecasting and use short-term predictions to optimize sales, margins, and sell-through. Our innovative retail processes include product introduction, assortment management, smart allocation, liquidation, and discount modeling. We democratize advanced technologies for all retailers, enabling them to enhance business results.

Job Description:

Our Customer Success department is looking to add a top-notch senior . support engineer in India. We are seeking a talented and analytical individual who will start as an individual contributor (IC) with the potential to advance to a team lead (TL) role. This position requires strong team management experience with a clear path to leadership. The ideal candidate must be hands-on and ready to take on a leadership role as the team grows.

Responsibilities:

·      Provide support to customers via desktop solutions, chat functions, emails, and calls.

·      Assist customers with implementations, questions, and technical issues.

·      Ensure optimal application functionality.

·      Provide customers with step-by-step guidance to resolve technical problems.

·      Create documentation for new features and FAQs.

·      Prioritize customer queries and escalate serious technical issues to relevant people/teams.

·      Lead and mentor a team of support engineers as you transition into the team lead role.

Skills & Experience:

·      At least 5 years of experience as a support engineer or similar role.

·      At least 1 year of experience in a managerial or team-leader position.

·      Proven team management experience.

·      In-depth knowledge of MS SQL and Excel.

·      A B.Sc. degree in Industrial Engineering / Computer Science is an advantage.

·      High-level English skills, spoken and written.

·      Ability to work in a self-learning environment.

·      Excellent analytical skills, technical expertise, and a can-do attitude.

·      Willingness to work weekends/shifts.

·      Retail experience is an advantage.

·      Familiarity with supply chain systems is a big advantage.

·      Experience with big data technologies and cloud platforms.

Additional Information:

Onebeat is proud to be an equal opportunity employer. All information will be kept confidential.