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Emgage Community > HR Process > Job Description > Manager – Customer Support

Manager – Customer Support

Manager – Customer Support

Department : Customer Support
Qualification : Any PG or any graduate from a reputed academic institution


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.


  • 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.


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


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

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