Technical Customer Support Manager

Silver People
  • Gurgaon
  • Confidential
  • 3-8 years
  • 226 Views
  • 02 Sep 2015
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  • Operations, Customer Service

  • BPO/ ITES/ Call Centers
Job Description

The client is looking out for energetic and rockstar entrepreneurs who have experience of setting up their BPO/ Call centres/ Customer Care centres/ Contact Centres and now are open to explore opportunities in corporate.

Role:

Technical Customer Support Manager:

The Support Manager is responsible for ensuring that InsideView customers, partners and employees receive industry leading assistance with diagnosing and resolving product-related issues. The Support Manager is responsible for all staffing, performance metrics, Service levels, reporting, skill enhancement, coaching, career planning and business processes related to InsideView customer support.

Responsibilities

Grow and manage a high performance team of Support Engineers.
Maintain optimal productivity by recommending improvements in tools, processes, training, reporting, and strategies for employee engagement.
Work with the Product Development team, Quality team and others across the organization to create escalation processes and facilitate the prompt resolution of escalated issues.
Maintain the highest standards of customer satisfaction.
Follow up with unsatisfied customers to address issues and repair the customer relationship.
Contribute to the success of Account Execs and Customer Success Managers in acquiring, preserving and growing customer accounts.

Only budding entrepreneurs can apply.


Competencies/Skill sets for this job

Technical Customer Support Customer Service Operations

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Silver People