Director of Support Services

1 week ago

Vizag, Andhra Pradesh, India Talent Corner HR service Full time

Director of Support Services

Location: Vishakapatnam. WFO. Salary upto 70 LPA.

POSITION DETAILS

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

POSITION SUMMARY

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 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.

ESSENTIAL FUNCTIONS

Responsibilities:

  • Oversee the day-to-day technical support operations, supervising a team responsible for resolving daily tickets.
  • Demonstrate a consistent commitment to customer experience through effective ticket resolution.
  • Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
  • Predict and proactively anticipate customer needs.
  • Work with internal teams to ensure complex and/or escalated issues are resolved.
  • Proactively seek out customer feedback and insights, providing recommendations to the leadership team.
  • Build productive relationships built on trust, patience, and results with internal staff & customers.
  • Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
  • Seek to overcome challenges and accept failure as an opportunity for improvement.
  • Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
  • Coordinates and schedules large-scale software and hardware releases.
  • Provide data and reporting of KPI's and trends to Management in ad-hoc, weekly, monthly and as needed.

Support Team Leadership

  • Set a clear team schedule, goals, and expectations.
  • Manage timesheets, time-off requests, and capacity of the team.
  • Delegate tasks and set deadlines.
  • Conduct One-On-Ones
  • Utilize our ticketing platform to manage team performance and report on metrics.
  • Perform regular ticket audits to recognize success and identify opportunities for improvement.
  • Participate in the interview process to vet qualified team members.
  • Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
  • Listen to team members' feedback and resolve issues or conflicts in a timely manner.
  • Ability to make critical decisions while following company procedures.
  • Ability to accept responsibility and

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