Job Description
Experience: 8+ Years
Shift time: UK Shift (2 PM to 11 PM)
Location: Noida, WFO
Education: B. Tech/ MCA/ BCA
Employment Type: Full Time, Permanent
Job Description
You will be responsible for managing the teams consisting of L1/L2 support specialists to ensure our customers receive assistance related to technical aspects of the products and services. We are looking for a motivated and experienced support manager to lead our support efforts. You will be
responsible for driving superior customer support to our clients through policies, procedures, and setting of goals. You will be up-to-date on industry products and trends, and train staff accordingly. The ideal candidate will possess very good knowledge about the US Market with proven experience
working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.
Responsibilities
Managing the customer support departments day-to-day functions.
Responding to escalated customer support issues.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promote their implementation.
Informing the team of all new information related to products, procedures, and trends.
Assessing support statistics and preparing detailed reports on the findings.
Overseeing and evaluating the team's ongoing training efforts.
Delivering performance evaluations and following the disciplinary process according to company policy.
Managing the budget of the customer support department.
Requirements
Understanding of compliances and protocols.
Prior experience in a managerial or supervisory role will be advantageous.
Top-notch oral, written, and interpersonal abilities.
Well-developed arbitration skills with the ability to remain impartial.
Affinity for multitasking with precision.
Capacity to accept and utilize constructive criticism.
Alignment with our company's values.
Skills: customer,customer support,customer satisfaction,bpo,technical sales consulting
