Technical Support Head/ Customer Support Manager

  Clinical Research

Job title: Technical Support Head/ Customer Support Manager

Company: Gajshield Infotech (India) Private Limited

Job description: We are looking for a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for driving superior customer support to business clients .

Technical Support Head/ Customer Support Manager We are looking for a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for driving superior customer support to business 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 have 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: Drives value to customers and team members by creating and sharing related knowledge and how Company partners with customers to support their business strategy and goals. Serve as the primary escalation point for externalinternal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner. Provide consistent oversite on service tickets progress to ensure customer timelines and expectations are managed. Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until customer has confirmed issue resolution. Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs. Accountable for the team’s delivery of timely and accurate technical solutions to customers. Participate (or lead, when appropriate) in new technology adoption to enhance services offered to our customers. Demonstrate an approach of continuous improvement across all areas of the work. Ensure depth and breadth of technical skills are maintained across the team to support customer demand. Partner across internal teams to vet and onboard new products and / or services. Develop, implement, and continuously improve process documentation for the technical support team. Manage initiatives for the team to deliver on next generation services. Actively participant in best practice sharing within the services organization. Proactively explore automation and net new efficiencies, making recommendations to senior leadership. Formulating and revising customer support policies and promote their implementation. Assessing support statistics and preparing detailed reports on the findings. Interviewing and hiring new employees. Overseeing and evaluating the team’s ongoing training efforts. Delivering performance evaluations and following the disciplinary process according to company policy. Prioritizing and dealing with the issues in a timely manner. Customer Support Manager Requirements: B.E/B.Tech, Computer Science would be preferred Having thorough knowledge of Networking Concepts and implementation Having in depth knowledge of Firewall and Security concepts Should have had implemented popular network firewalls Proven experience as a customer support specialist, preferably within a similar environment. Thorough knowledge of legislation pertaining to consumer protection. 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. Familiar with current latest systems and technologies which are used globally to support customers.

Expected salary:

Location: Navi Mumbai, Maharashtra – Mumbai, Maharashtra

Job date: Thu, 25 Aug 2022 22:02:34 GMT

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