L1 Lead
3 weeks ago
: Trivandrum
Responsibilities:
● Set challenging yet achievable departmental objectives and ensure that the team consistently meets all the established service level agreements. ● Ensure that the departmental objectives are consistently aligned with the larger organization objectives. ● Clearly communicate objectives and performance expectations with the team, monitor results and intervene, if/when necessary. ● Continuously monitor Support metrics and ensure process quality control ● Serve as a Single point of Contact (SPOC) for all L1 Support related activities including Customer issues/escalations. ● Ensure team adherence to defined SOPs ● Identity and drive initiatives to improve process efficiency and customer satisfaction ● Consistently serve as a role model to the team by exhibiting leadership qualities and understanding business objectives. ● Lead and prioritise the Support team's workload. ● Follow up with customers to ensure their product related issues are resolved to their level of satisfaction. ● Ensure the team maintains accurate logs detailing documentation on support. ● Maintains team collaboration, inter and intra-team communication and improvements.
Skills and Qualifications:
● Min 5 year's exposure as a customer support executive and at least 3 years' experience in managing a team. ● Excellent written & verbal communication skills. ● Exceptional organizational skills and attention to detail. ● Previous experience with Microsoft Office suite (Word & Excel), Google suite. ● Experience in Helpdesk / Incident Management tools like Zendesk, Freshdesk, Jira etc
Note
:
As part of our interview process, we conduct an initial shortlisting to identify candidates who closely match our requirements. While we strive to notify all applicants about their status, if you do not receive a response from us, please understand that your profile has not been shortlisted at this time.
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