Assistant Manager/ Team Lead – Customer Support

PURPOSE OF THE JOB

Provide a high quality customer service experience to enhance the quality of support. A Customer Support Team is responsible for assisting customers with their questions about any supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.

JOB RESPONSIBILITY

• Ensures that quality of the Customer Support is maintained as per the Company Standard.
• Prepares the detailed reports of day to day calls made and received.
• Prepares the report of nature of customer query and escalates the repetitive issues to the concerned department.
• Understands and implements the New Project and trains the Team for New project.
• Escalating the technical issues to the tech support department and that of refund to RA department.
• Regular coordination and follow up with business development and Revenue Assurance for customer concerns and refund issues.
• Take mock calls to ensure calling quality of the Customer Support Executive.

TECHNICAL / FUNCTIONAL SKILLS REQUIRED

Strong organizational skills and ability to multi-task in a small business environment. Excellent Communication Skills and interpersonal skills. Problem solving skills and analytical skills

SOFT SKILLS REQUIRED:

Very positive minded person with an attitude of helping the customers by resolving their issues on time.