Customer Support Manager

About nivio

nivio is about changing the way the world uses computing.
We break through boundaries with innovation in engineering, marketing and business.
We’re a cloud-computing pioneer selected as a World Economic Forum - Technology Pioneer in 2009.

How important is the world’s first Windows-based online desktop – launched by nivio?

It enables consumers and businesses to access their personal desktop from any device connected to the internet.
It liberates consumers and businesses from maintenance, security, capital cost and mobility constraints.

Anyone who uses the product or works at nivio is leading the cloud generationTM.

The critical question to us: How important do you think it is?

Founded in 2004 by Sachin Dev Duggal and Saurabh Pradeep Dhoot, nivio will change the complicated and expensive computing ecosystem of today.

In Q1 2012 nivio has close to 130 employees in 24/7 ‘sun-never sets’ locations:
Delhi, India | London, UK | Melbourne, Australia | Moscow, Russia, | Geneva, Switzerland | Berkeley; Chicago, USA

If you want to lead the cloud generation, be part of one of the most liberating companies on the planet and believe you can exceed the requirements in this job description with the drive and determination of a world pioneer, we’d like to talk with you.
Check out nivio.com; blog.nivio.com; facebook, twitter to find out more about us
How does this team fit in nivio?

When will you be at work?

Your workings hours will be shift based 24x7.

And to achieve your goals the skills required would be:

The purpose of this role is to provide technical support in order to ensure a high degree of Customer Satisfaction through SLA & Process Compliance. To provide technical support through Email, Chat, Phone and Remote Assistance Tools (TV Viewer) Need to trouble shoot the reported issues and provide quick resolution to the customers.

Main Responsibilities:
• Excellent communication skills
The candidate should have excellent written and verbal communication skills in English.
The candidate will provide support through emails, chat and over the phone.
In addition the candidate will also be required to update the documentation for FAQ's, Forums etc.

• Technical knowledge
The candidate should have technical knowledge to work with browsers and remote desktops across computers and mobile devices. Basic knowledge of how to manage cookies and software installation is required. Experience in Supporting Desktop (Vista, Win 7), Microsoft Windows Servers 2003/2008, Terminal Server/RDS, Microsoft Applications (MS Office, Visio, Project etc) a big plus.

• Problem solving
Excellent diagnostic, problem-solving and debugging skills.

• Automation focused
The candidate should have an eye towards achieving efficiencies through automation. The candidate should be well versed with automated responses, notifications based on tags etc.

• SLA driven & quality focused
The candidate should be focused on improving customer ratings by promoting use of SLA's and quality. The candidate should be able to operate within the given SLA's.

• Team Leadership
The candidate should be able to mentor teams and guide them on a day to day basis. The candidate should be able to help out with roster management.

Required Skills:
• 24x7 flexibility and commitment
• 5+ years of technical support role
• 2+ years leading a team of atleast 4 customer support representatives
• Extensive use of help desk software like Zendesk
• Previous experience with android and iOS operating systems a big plus 
• Skills to work in team and collaborative environment
• On call support as and when needed