8 years
0 Lacs
Posted:3 days ago|
Platform:
Remote
Full Time
Working Hours: 5:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30% Reporting/Administration, & 5% Stakeholder management
The Senior Manager of Support Services is responsible for supporting and empowering a team of Technical Support Agents across multiple groups to provide an excellent customer experience by troubleshooting and resolving customer issues. In this role, you are accountable for supervising your team and ensuring quality customer experience and accurate ticket resolution. You will be empowered to leverage Client’s ticketing platform and analytics platform to manage ticket assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective customer resolution. In addition to this role, will be expected to identify team member development and training opportunities through direct and daily mentoring. You will also serve as a key conduit of communication for other groups such as project management, customer Success, production, and engineering.
In order to effectively lead and coach your Support Team, the following technical skills and experiences are voluntary but will assist in your success. The technology across our platform vary but are concentrated on hardware, software, and networking topics including. For example:
Talent Corner HR Services Pvt Ltd
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