Pune, Work From Office
We are the most trusted provider of data collection and management, marketing program management, and analytical solutions for our Crop and Animal Health industry clients. With data services at the core—surrounded by an extensible array of streamlined software solutions—our unified platform represents over three decades of innovation and expertise in the agriculture, crop protection, specialty chemical and animal health industries.Backed by an entrepreneurial, creative and energetic work force, teammates at AGDATA are pushing the boundaries of technology to enhance our relationships with our clients.
We are a growing team, focused on adding creative, knowledgeable individuals who are ready to jump right in and make an immediate impact.
- 30+ years of experience in the Crop and Animal Health industry
- More than 20 billion USD sales processed annually
- Over 2,15,000 payments issued via marketing programs yearly
Visit us on www.agdata.comMore about us here: https://vimeo.com/347063684
What’s the role?
AGDATA seeks an experienced Team Lead - Customer Support to join our team. This position will provide day-to-day support along with the Director of Customer Success to the Customer Support team, ensuring the team has support.This role will be a combination of an individual contributor (80%) and team lead (20%) profile with no direct people management responsibility at the start.
In this role, you will have the opportunity to…
- IC responsibilities:
- Data entry - must be able to transcript English handwritten documents into a computer system.
- Data cleansing, reviewing, and matching client in Excel and other tools.
- Salesforce Chat Customer Support, answering questions from our Chat portal, providing training guides and assistance with escalated issues
- Team Lead responsibilities:
- In conjunction with the Director of Customer Support, supervise a team of 5-10 Customer Support Analysts to achieve goals that contribute to the department’s success.
- Take ownership of the day-to-day management of the 5-10 team members, including planning, managing, and executing daily work.
- Making sure that each of your teammates delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs)
- Communicate effectively with your team and leadership regarding task execution, status, and delivery.
- Instruct all new employees on the departmental standards and procedures.
Our ideal candidate will have…
- Between 8-10 years’ experience in Customer Support/ Data Entry support.
- 2 years’ experience leading a team of Customer Support / Data Entry employees.
- Data entry - transcribe English handwritten documents into a computer system.
- Data cleansing, reviewing, and matching client data in Excel and other tools.
- Experience working with multi-geographical customers, especially North America.
- Proficiency in MS Office, advanced skills in Excel Spreadsheets, and advanced skills with PowerPoint.
- Experience in workload distribution, scheduling, and ensuring optimal resource utilization to meet SLAs.
- Excellent written and verbal communication skills to engage with senior management, cross-functional teams, and direct reports.
- Ability to clearly convey expectations, provide status updates, and advocate for solutions while maintaining a collaborative approach.
- Hands-on knowledge of customer service tools like Salesforce for case management, training guides, and escalations.
- Assertive, proactive, and adaptable to working in a dynamic, high-pressure environment.
- Strong time management skills with the ability to prioritize seasonal and ongoing projects.
How AGDATA will support you:
Supporting your health & well-being:
- Comprehensive medical coverage – up to INR 7.5 lakh for employee and dependents, including parents.
- OPD benefit – coverage of up to INR 15 thousand covering expenses including dental and vision.
- Paternity leaves up to 14 working days with the option to split leave.
Experiencing a work culture that promotes from within:
In 2023, 13% of our associates were promoted internally.
Being comfortable in the office:
Coming into our brand-new office space? Free snacks and top class facilities will be available for you.
AGDATA is proud to offer equal employment opportunities. If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know.
