Manager – 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

• Detailed Voice Sales & Support related Training
• Manage Support team and flawless operation and Support 24/7
• Ensure minimum downtime or Turnaround time for any revert to customer
• Keeping the team motivated and ensuring everyone is doing their part of work sincerely
• Coach team member to outperform their work by best means and helping them with required resources and training
• Administers the mock calls to maintain the quality and standards of the company.
• Liaising with various departments for pending issues and implementation of new projects.
• Process Creation and Process implementation.
• Manpower Planning and escalating requisition
• Regular update to management and concerned people on department performance
• Setting and informing the quality guidelines and ensuring its implementation.
• Rostering and team management
• Coordination with US team (business Development / Sales / RA / Support) for pending items and burning issues.
• Performance evaluation of the team and helping them in appraisals.

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.