Gigmo Solutions

Support Engineer

• Lead and manage a team of Technical Support Agents (chat & email).• Monitor team performance and provide regular feedback, coaching, and mentoring.• Ensure high-quality customer interactions with clear and accurate communication.• Handle customer escalations and resolve complex technical issues.• Ensure adherence to SLAs, response time, and resolution targets.• Manage and prioritize team workload and support queues effectively.• Assist team members in troubleshooting and resolving customer issues.• Collaborate with cross-functional teams for issue resolution.• Conduct quality audits and ensure compliance with SOPs.• Identify process gaps and drive continuous improvement initiatives.• Track key performance metrics (CSAT, productivity, SLA adherence).• Prepare and share performance reports with management.

Team Lead – Technical Support, Chat & Email

Recruitment

• Supervise full recruitment cycle, which includes job posting, identifying, and recruit talented professionals by using various types of media, internal resources, and Job Portals for our client
• You will be responsible for resume screening, applicant tracking; interview scheduling, interviewing, and determining compensation based on market and internal equity as well as on-boarding and tracking successful placement of Part – Time and Full-Time agents
• You will be responsible for Mass Hiring/Bulk Hiring
• Source potential candidates (Microsoft Office 365) on niche platforms, like LinkedIn etc.
• Managing pipelines and follow up with the candidates.
• Liaison with TPOs for campus recruitment
• Parse specialized skills and qualifications to screen IT resumes
• Interviewing candidates combining various methods (e.g. structured interviews, technical assessments, and behavioral questions)
• Headhunting, generating leads and converting them.
• Craft and send personalized recruiting emails with current job openings to passive candidates
• Write and post technical job descriptions
• Conduct job and task analyses to document job duties and requirements
• Keep up to date with new technological trends and products

Talent Acquisition Specialist

• Supervise full recruitment cycle, which includes job posting, identifying, and recruit talented professionals by using various types of media, internal resources and Job Portals.
• You will be responsible for resume screening, applicant tracking; interview scheduling, interviewing and determining compensation based on market and internal equity as well as on-boarding and tracking successful placement.
• Source potential candidates on niche platforms, like LinkedIn, Naukri.
• Managing pipelines and follow up with the candidates.
• Liaison with TPOs for campus recruitment (If campus hiring is done).
• Interviewing candidates combining various methods (e.g. structured interviews, technical assessments and behavioral questions).
• Headhunting, generating leads and converting them.
• Generating monthly Recruitment MIS report, weekly recruitment status and manpower summary.
• Conduct job and task analyses to document job duties and requirements with TA team.

Team Lead – Technical Support, Chat & Email

Talent Acquisition Specialist

Talent Acquisition Manager