Support Manager

2 weeks ago


Mumbai, Maharashtra, India Recruiter Wings Consultancy Full time

Company'sProfile

Deliveringthe best Digital experience. We enable over 100 companies acrosstelecom media fintech retail manufacturing & public sectorverticals to test their digital experience on the widest variety ofdevices locations and networks.

Through synthetic testing endtoend automationand onfield infrastructure our report and diagnostic tools allowyou to monitor and identify failure points in your digital journey.Our analytics help you access analyse and enhance your globaldigital experience. We are a global company supporting andcollaborating with regulators public entities enterprises operatorsand people worldwide.

What will you do

TeamLeadership:

o Recruittrain and manage a team of product support specialists as and whenneeded.

o Set cleargoals and objectives for the support team and conduct regularperformance evaluations.

o Foster a positive and collaborative workenvironment.

Product Knowledge:

o Maintain an indepth understanding of thecompany's products and services.

o Keep uptodate with product updates changesand improvements.

oTrain and educate support staff on product features functionalityand best practices.

KPI PerformanceManagement:

oDaily review reports monitor dashboards ofvarious application KPIs against service commitments to ensureconsistency and identify improvementopportunities.

oLead the customer support team identifyproblematic areas investigate and troubleshoot failures anddetermine root causes to ensure committed success rates againsteach KPIs are maintained.

o Work withcrossfunctional teams to communicate findings and ensure timelyfixes are received for any identified bug orfailure.

oCoach guide and develop objectives for thecustomer support teams' daytodayactivities.

Customer Support and SupportStrategy:

oIncident/ Workloadmanagement.

o Assistteam in providing expertlevel assistance to customers addressingcomplex productrelated inquiries and issues.

o Lead the support team on effectively monitorand respond to customer support tickets emails and phone calls in atimely and professional manner.

o Ensure a high level of customer satisfactionthrough effective problem resolution andcommunication.

o Develop and implement product supportstrategies and policies to improve the overall customerexperience.

oAnalyze supportdata and customer feedback to identify areas for improvement andoptimize support processes.

Collaboration:

o Collaborate with crossfunctional teamsincluding product development sales and marketing to ensureseamless product support and customersuccess.

o Provideinput into product development based on customer feedback andsupport insights.

oWeekly triage with crossfunctional teams

Documentation andReporting:

o Createand maintain support documentation including FAQs knowledge basearticles and troubleshooting guides.

o Ensure that support materials are accurateand uptodate.

o Prepareregular reports on support metrics and KPIs formanagement.

o Identifytrends and areas for improvement based on supportdata.



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