Team Lead - Customer support at Bestol

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

25 Jan, 26

Salary

0.0

Posted On

27 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Salesforce, Service-Now, Communication Skills, Process Improvement, Self-Starter, Cross-Functional Collaboration, Escalation Handling

Industry

IT Services and IT Consulting

Description

Company Description BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open-source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 80% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com. Job Description Manage SLAs for chat and ticket escalations Work as an advocate of the customer while managing resolutions requiring cross-functional effort Point of contact for escalated questions and issues from T2 Ensure issues, interactions, and ticket resolutions are properly documented in ServiceNow Keeps team current on changing policies, procedures, tools, and updates to reduce ticket volume Partner with the Compliance department on issues that require further escalation Qualifications Proven ability to resolve issues; Strong passion for customer service Knowledge of Salesforce, PRM, BMS, Service-Now, and Salesforce is a plus Knowledge of Arise Registration, Enrollment and Partner Support standard operating procedures Excellent communication skills (written and verbal) Experience improving processes and workflows to increase efficiency Self-starter with ability to work independently and on multiple initiatives at the same time Ability to work effectively cross-functionally with a proven track record of driving results 2 years of experience handling escalations via phone, chat or email Ability to prioritize, meet deadlines while completing tasks in a timely manner Additional Information All your information will be kept confidential according to EEO guidelines.

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Responsibilities

Manage SLAs for chat and ticket escalations while advocating for the customer. Ensure proper documentation of issues and resolutions in ServiceNow and keep the team updated on policies and procedures.