Project Manager/ Coordinator – Magento Support Job Vacancy in Williams Commerce Noida, Uttar Pradesh – Updated today
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Company Name : Williams Commerce
Location : Noida, Uttar Pradesh
Position :
Job Description : IT Support ManagerThe Help desk/ Support Manager will be responsible for supervising the help desk team members (Software developers ) and overseeing the day-to-day activities pertaining to Help desk support. You will guide and mentor the team, relay escalations, and ensure proper time management of yourself and team members.Support Manager provides in-depth support for technical issues, which are escalated by Customers through our help desk system.The Support manager is responsible for driving these technical issues to resolution, fully documenting the resolution, and cross training peers/Program teams. The Support manager works directly with other departments within the organizations, such as Development, Software Quality Assurance. Candidate is required to have in-depth knowledge of the eCommerce sites and superior customer service and troubleshooting skills.Areas of Responsibility / Tasks: Ensure Customer Relationship Management is fully documented and resolved or escalated to developers within Service Level Agreement (SLA) guidelines.Client communication over emails, chats, Jira.Provide root cause analysis (RCA) trouble shooting for the support issues.Able to replicate issues and assign to developers.Day-to-day management of the support team developers.Decision-making on a daily basis relative to support desk responsibilities, ticket triage and assignments.Provide support on weekends/holidays (if needed) for Critical and High severity issues.Comfortable to work in UK shift. (shift starts at 2:30 PM IST)Well versed with ITIL practices and Protocols from support background will be given preferenceGood knowledge in magento, mysql and javascripts is a plus.Prior knowledge in deployment, Implementation, performing testing in a plus.Job Types: Full-time, Regular / PermanentSalary: ₹900,000.00 – ₹1,500,000.00 per yearBenefits:Health insuranceWork from homeSchedule:Evening shiftSupplemental Pay:Joining bonusPerformance bonusExpected Start Date: 01/06/2021
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