Team Lead Support

Business Unit:

SmartWorks is a division of Harris Utilities, a software company that has served the utility industry in North America and the Caribbean for more than 40 years. SmartWorks’ mission is to enable the value of the Smart Grid for both utility companies and their customers by providing the best products and services within the utility industry.

Job Summary:

We are seeking a Lead  to join our dynamic team of smart, positive, and passionate individuals. We value unique talents and empower our team members to excel in their roles.

We are looking for candidates with proven experience in client service, troubleshooting, and analytics to support our Utility Customers using the SmartWorks product.

Customer Support

• Monitor the support ticket queue, taking ownership and/or re-assigning new tickets as needed.
• Promptly address customer issues and consistently provide updates to keep customers informed of progress.
• Ensure timely and thorough resolution of customer issues within the requirements of the Service Level Agreement.
• Develop a deep understanding of the functional and technical features of our applications to effectively address application-related issues and questions.
• Work with customers to resolve their highest priority challenges.
• Note that holiday coverage and after-hours support will be required as part of this role.

Leadership

• Lead inter-departmental committees and initiatives.
• Provide inspirational leadership for your team.
• Foster a company culture that encourages top performance and high morale.
• Establish clear, measurable objectives for the services team, regularly monitor and measure these objectives, and provide coaching to drive optimal performance.
• Handle HR responsibilities and conduct performance reviews with direct reports on the support team.
• Monitor overall department performance by tracking and analyzing statistics and trends; report findings to the senior management team.
• Act as a liaison between multiple internal departments.
• Take ownership of and collaborate with the support team to resolve customer escalations promptly.

Salesforce Administration

• Manage and maintain the Salesforce platform, ensuring data integrity and security.
• Perform regular system audits and prepare for upgrades.
• Customize Salesforce fields, page layouts, record types, reports, and dashboards.
• Provide support to Salesforce users, troubleshooting and resolving issues.
• Conduct training sessions for new users and ongoing training for existing users.
• Develop and maintain user documentation and training materials.
• collaborate with stakeholders to gather requirements and translate them into Salesforce solutions.
• Develop and maintain workflows, process builder, and other automation tools.

Work Mode: Remote
Shift Timings: 5am -5pm IST any 9-hour shift window -Weekends Workings – Any 2 weekdays week off.
Location: Remote India / Philippines

What We Are Looking For:

(Mandatory Qualifications & Skills)

• 8+ years of relevant production environment work experience
• 5+ years of experience in SQL.
• 5+ years of experience in team handling.
• Experience supporting the Linux OS (Red Hat Enterprise Linux / Centos, or other)
• Experience in network administration, including firewalls and VPN’s
• Familiarity working with relational databases (Oracle or PostgreSQL, or other)
• Experience with Cloud-based virtual systems, networking and storage

What Would Make You Stand Out:

(Preferred/Good-to-Have Skills)

• Experience with Cloud-based virtual systems, networking and storage
• Software knowledge in at least one of JAVA, JSP, jQuery is preferred. You will not be coding but understanding of code is preferred
• Utility industry experience, especially with respect to Smart Grid applications is preferred
• Oracle or PostgreSQL database configuration and administration is nice to have
• In-depth Linux troubleshooting experience is a plus
• ITSM/ITIL knowledge nice to have
• Previous Salesforce Administration knowledge is a plus

Soft Skills/ Behavioral Skills:

• Good Communication and Collaboration.
• Possess strong analytical skills to understand requirements
• Can prioritize and manage your time well
• Demonstrate excellent verbal and written communication skills in English
• Can work independently, but most importantly, as a team player

Benefits:

• Annual Public Holidays as applicable
• 30 days total leave per calendar year
• Mediclaim policy
• Lifestyle Rewards Program
• Group Term Life Insurance
• Gratuity
• ...and more!