Enquero

Sr. IT/Technical Support Lead

  • Job Type: Contract Corp-To-Corp
  • Industry Type: IT Sector
  • Industry Location: Plano
  • Experience: NA
  • No. of Positions: 1
  • Primary Skills: Application Support Genesys Salesforce
  • Secondary Skills: Omnichannel
  • Job Location: Plano, Texas
  • Posted Date: Posted today
Job Description
Overview

We are the Gen-Next technology solution provider, solving complex business problems. We assist our happy customers across all spectrum to reimagine their business processes and navigate their digital journey. Our out-of-the-box solutions continue to bridge the gap between ideas and reality, delivering impact through connected data, architecture and experience.

WE ARE ENQUERO - DIGITALLY TRANSFORMING businesses since 2014!

Excellence with Enquero

We are a vibrant and a ridiculously norm-challenging bunch with increasingly diverse teams across the globe. Our open culture enables easy ideation, innovation and delivery. Our voracious appetite for knowledge makes growth organic to us.

If you have a passion for problem solving and quirkiness doesn’t scare you, come be a part of our rapidly growing company. Oh! we do have a life outside work as well.

Responsibilities

As a Lead Consultant in Enquero’s Enterprise Applications unit, you will be expected to provide objective assistance on the strategy, structure, management & operations of an organization, in support of identified business purposes & objectives. You will be expected to focus on a specified business topic, such as new business ventures, cost reduction, mergers or product launches and business process optimizations. You are also expected to be adept in software programming and the development of information systems design, system analysis and information business strategies and be responsible for running a specific area of business activity that deliver strategic objectives.

You will build relationships with stakeholders and clients: Provide advice, assistance, and guidance in their area of specialization. You will manage projects through their planning, procurement, provision, delivery and maintenance cycle. Your demonstrated ability to consistently achieve this while continuing to improve your knowledge and skills will define success for your role.

  • Work with cross-functional, geographically dispersed teams to improve, define and manage new business processesand help developoveralltechnologysolution design.
  • Assess existing processes and make improvement recommendations based on customer experience, cycle time and risk/reward analysis.
  • Assess and define business problems, identify options, assemble and analyze relevant supporting data, and shape recommendations for management approval
  • Determining methods and procedures on new tasks, establishing these for the assignment and coordinating activities with other employees while leading a small team and demonstrating a good leadership within the team
  • Coordinate meetings with clients, document and distribute meeting minutes, ensure actions items are completed on time, communicate project status, escalate issues to management as appropriate. The scope of engagement can be highly variable & can include core strategy development, large scale implementation & process optimization.
  • Collaborate with leaders, business analysts, project managers, IT architects, technical leads and other developers, along with internal and external customers, to understand requirements and develop needs according to business requirements
  • Be a thought leader, understand the latest trends and capabilities to implement modern and successful solutionsand enforce industry standards, principles and practices.
  • Contributing to your BU/Practice by
    • Documenting your learnings from the current work and engaging in the external tech community by writing blogs, contributing in Github, Stack overflow, meetups / conferences etc.
    • Keep updated on the latest technologies with technology trainings and certifications
    • Actively participate in organization level activities and events related to learning, formal training, interviewing, special projects etc.
Qualifications

REQUIRED

  • Experience leading technical support teams
  • 4+ years’ experience in a hands-on application support lead
  • Must Have Experience on Service cloud and brings in UX experience
  • Must Have Experience in Genesys Salesforce Omnichannel, routing, Support queue set up etc
  • Must Have Experience Customer experience unifications across different channels
  • Experience in Genesys Salesforce Omnichannel, routing, Support queue set up etc.
  • Experience Customer experience unifications across different channels
  • Experiance in cloud support service management
  • Experience in UI/UX support
  • Extensive problem solving and debugging skills
  • Experience in providing services to agreed SLA’s and OLA’s
  • Experienced in Incident Management
  • Experience with working in an ITIL environment
  • Excellent interpersonal and communication skills
  • Flexible in working outside of core business hours at short notice

Additional Responsibilities

  • Lead and prioritize the Application Support team’s workload
  • To examine potential areas for Service Improvement and raise proposals with the Account Manager
  • Provide technical leadership and able to resolve complex issues with team
  • Manage a team of 20+ members and ensuring their cases meet required hygiene and SLA
  • Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
  • Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
  • Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers
  • To examine potential areas for Service Improvement and raise proposals with the Service Manager
  • Design, prepare and conduct training relating to Problem Management and the appropriate usage of the Support Management Service
  • Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
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