Manager - Customer Support

5 days ago

Chennai, Tamil Nadu, India ExpertusONE Full time

Greetings from ExpertusONE

Start your career with the fast growing product based company...

Role Description

This is a full-time on-site role for a Manager - Customer Support with 8 to 12 years of experience located in Chennai. The Manager - Customer Support will be responsible for overseeing customer satisfaction, providing product support, technical and customer support, and utilizing analytical skills to enhance customer service operations on a day-to-day basis. The role will involve managing a team of support personnel and ensuring timely and effective resolution of customer issues.

Key Responsibilities:

  • Team Leadership: Lead, mentor, and develop a team of product support specialists to deliver exceptional customer service and support.
  • Customer Support: Manage the day-to-day operations of the support team, ensuring timely and effective resolution of customer inquiries and issues.
  • Issue Escalation: Handle complex customer issues and escalations, providing guidance and solutions to support team members.
  • Process Improvement: Develop and implement support processes and procedures to enhance efficiency and customer satisfaction.
  • Training: Coordinate training programs for the support team to keep them updated on product knowledge and support techniques.
  • Collaboration: Work closely with product development, engineering, and quality assurance teams to address product issues and improve product performance.
  • Reporting: Generate and analyse support metrics and reports to identify trends, areas for improvement, and overall team performance.
  • Customer Feedback: Collect and analyse customer feedback to identify opportunities for product and service improvement.
  • Documentation: Maintain and update support documentation, including FAQs, troubleshooting guides, and knowledge base articles.

NOTE:- THIS POSITION REQUIRES TO WORK FROM THE OFFICE

Qualifications:

  • Should have min of 8 years of experience in Customer Support/ Product Support
  • Customer Satisfaction and Customer Support skills
  • Analytical Skills
  • Customer Service and Technical Support expertise
  • Strong problem-solving abilities
  • Excellent communication and interpersonal skills
  • Prior experience in a customer support or service management role
  • Bachelor's degree in a relevant field

Company Description:

ExpertusONE is the leading enterprise learning platform trusted by global leaders such as Johnson & Johnson, Siemens, Hitachi, and ABB. The platform offers an award-winning LMS solution that combines elegant design, intuitive functionality, and mobile-anywhere capabilities to meet diverse learning, training, and skills development needs. Integrated with applications like Salesforce, Slack, and Microsoft Teams, ExpertusONE utilizes AI to provide personalized content, interactive modules, and performance insights.

Interested candidates can apply this job post suitable candidates will be scheduled for the interview.

All the very best

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