Customer Support Manager
2 weeks ago
Role Summary/Purpose:
We're in search of talented and experienced support manager who is responsible for overseeing the day-to-day operations of EPICOR’s support department. They commonly work with a team of Tech Application Specialists, Sr. Tech Application Specialists, and other support staff (cloud ops etc.) to ensure that customers have a positive experience when interacting with EPICOR.
What you’ll do:
• Manage the customer support department’s day-to-day functions.
• Ensure that all customer requests are handled in a timely manner.
• Handle escalations and account manage Key accounts.
• Responsible for Hiring, Training, Upskilling team on product knowledge.
• Conducting performance reviews and create succession for top talents.
• Implement customer support processes to enhance customer satisfaction.
• Inform the team of all new information related to products, procedures, process, tools, and trends.
• Assess support metrics and preparing detailed reports on the findings.
• Oversee and evaluate the support team's ongoing training efforts. Also, review training needs to ensure that employees have adequate knowledge to perform in their roles.
• Deliver performance evaluations and follow the disciplinary process (when needed) according to company policies.
• Monitor the quality of service provided by support team to ensure they are meeting or exceeding customer expectations.
• Perform audits to determine if processes are being followed correctly and identify areas for improvements. Also, work with the QA team to conduct audits and trainings as needed.
• Coordinate communication between different department (PD, QA, Cloud Operations etc.) to improve customer experience.
• Ensure that all client issues have been resolved satisfactorily and that no new issues have arisen since the last contact.
What you’ll need to succeed:
• Bachelor’s degree (or equivalent experience)
• 8 plus years of experience as a customer support specialist, preferably within a similar environment.
• Prior experience (at least 3+ years) in managing teams delivering application support to international customers (preferably US)
• Good at managing support operations (developing KPIs, understanding of CSAT surveys/NPS and support KPIs)
• Ability to manage a diversified team, drive and motivate them towards achieving business goals.
• Excellent skills in managing hiring right talent, training, and mentoring people to learn a complex ERP product.
• Excellent oral, written, and interpersonal abilities.
• Well-developed arbitration skills with the ability to remain impartial.
• Affinity for multitasking with precision.
• Capacity to accept and utilize constructive criticism.
• Alignment with our company's values.
• Advanced MS Office 365 (Excel and Power Point).
• Working knowledge of ServiceNow will be an advantage. If not ServiceNow, experience with another ticketing tool necessary.
Location : Bangalore
Shift Timings : 5:30pm-2:30am IST / 6:30pm-3:30am IST
The Global Support Team
The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.
About Epicor
At Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business.
We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
#LI-VV1-
Customer Support Manager
2 months ago
bangalore, India harborhubstaffing Full timeWhat to expect from the role ?As a Customer Support manager you will develop the strategic roadmap and own driving success for every customer. You will play a key role in driving customer goals, product utilisation, and revenue expansion by ensuring engagement, success, retention, renewal, and growth while managing the customer support team too. The right...
-
Customer Support Manager
4 weeks ago
Bangalore, India harborhubstaffing Full timeWhat to expect from the role ?As a Customer Support manager you will develop the strategic roadmap and own driving success for every customer. You will play a key role in driving customer goals, product utilisation, and revenue expansion by ensuring engagement, success, retention, renewal, and growth while managing the customer support team too. The right...
-
Customer Support Manager
4 weeks ago
bangalore, India Apna Full timeAbout Company Founded in 2019, apna is India’s largest professional networking and jobs platform for >250M members of India’s rising working class. Our mission is to connect people to opportunities and help reduce the skill and employment gap. We help candidates build their digital professional identities, find the best-fit hyperlocal jobs, grow their...
-
Customer support
2 months ago
bangalore, India Lincer Solution pvt ltd Full timeHandling calls, providing product information to the employees Managing a team of representatives offering customer support. Overseeing the customer service process. Resolving customer complaints brought to your attention. Creating policies and procedures. Planning the training and standardization of service delivery. Selecting and hiring new staff....
-
Customer Support Lead
2 months ago
bangalore, India NIRA Full timeAt NIRA, we are seeking a highly motivated and solution-oriented individual to join us as a Customer Support Lead. In this pivotal role, you'll be instrumental in orchestrating our customer support function, championing process efficiency, adept problem-solving, managing a team and fostering seamless communication. Your mission will be to establish and...
-
Customer Support Executive
5 days ago
bangalore, India Toolyt Full timeWe are looking for a qualified Customer Support Executive to manage a team of representatives who will offer excellent customer service. To be successful as a customer support executive, you should display excellent interpersonal and communication skills as well as a professional appearance. These skills will prove invaluable when mentoring the...
-
Customer support
2 months ago
bangalore, India unleashtek Full timeHi ,Greetings of the Day!We have Immediate Openings for customer support for USA processMarketing support specialists perform tasks that are related to marketing and promoting products. . They are responsible for collaborating with other marketing professionals and sales staff and may be involved in shaping the brand message for the company or for specific...
-
Customer Support Executive
2 weeks ago
Bangalore, India Bangalore Job Hub Full timePosition: Customer Support Executive Join our team as a Customer Support Executive, where you'll provide exceptional support to our valued customers. We're seeking individuals with proficiency in English and any South Indian language, along with graduates who are passionate about delivering excellent customer service. Responsibilities: Handle customer...
-
Customer Support Executive
2 weeks ago
Bangalore, India Bangalore Job Hub Full timePosition: Customer Support Executive Join our team as a Customer Support Executive, where you'll provide exceptional support to our valued customers. We're seeking individuals with proficiency in English and any South Indian language, along with graduates who are passionate about delivering excellent customer service. Responsibilities: Handle customer...
-
Customer Support Representative
3 weeks ago
Bangalore, India Bangalore Job Hub Full timePosition: Customer Support Executive Join our team as a Customer Support Executive, where you'll provide exceptional support to our valued customers. We're seeking individuals with proficiency in English and any South Indian language, along with graduates who are passionate about delivering excellent customer service. Responsibilities: Handle customer...
-
Customer Support Representative
1 month ago
Bangalore, India Bangalore Job Hub Full timePosition: Customer Support Executive Join our team as a Customer Support Executive, where you'll provide exceptional support to our valued customers. We're seeking individuals with proficiency in English and any South Indian language, along with graduates who are passionate about delivering excellent customer service. Responsibilities: Handle customer...
-
Customer Support Executive
2 weeks ago
Bangalore, India Bangalore Job Hub Full timeJoin our team as a Customer Support Executive, where you'll provide exceptional support to our valued customers. We're seeking individuals with proficiency in English and any South Indian language, along with graduates who are passionate about delivering excellent customer service. Responsibilities: Handle customer inquiries and issues related to Airtel...
-
Customer Support Executive
2 weeks ago
Bangalore, India Bangalore Job Hub Full timeJoin our team as a Customer Support Executive, where you'll provide exceptional support to our valued customers. We're seeking individuals with proficiency in English and any South Indian language, along with graduates who are passionate about delivering excellent customer service. Responsibilities: Handle customer inquiries and issues related to Airtel...
-
Customer Support Lead
5 days ago
bangalore, India Skit.ai Full timeAbout Skit: Skit.ai is the leading Conversational Voice AI solution provider in the ARM industry, empowering collection agencies to streamline and accelerate revenue recovery. Skit.ai is empowering debt collection agencies across the U.S. with automated, intelligent, and effective consumer conversations at scale by automating a million debt collection calls...
-
Customer Support Executive
2 months ago
bangalore, India Taurus BPO Full timeYour main goal for this role will be to monitor each employee’s work and provide excellent customer satisfaction to the customers. As a Customer Support Executive, you will be responsible for contacting customers and responding to their complaints in a professional manner. Responsibilities Understanding the products and services provided by the company. ...
-
Senior Product Manager
6 days ago
bangalore, India DrinkPrime Full timeAbout DrinkPrime: Access to safe and affordable drinking water is the biggest problem of urban India. A large percentage depend on bubble water cans (20L cans). However, research shows >85% of these bubble cans are contaminated and not safe for drinking. On the other side, water purifiers are very expensive. It has a high upfront cost, annual maintenance...
-
Customer Support Executive
5 days ago
bangalore, India Intuitive Full timeJob DescriptionPrimary Function of the Position Responsible for handling E2E order to Cash (OTC) Process for Intuitive and ensuring high level of Customer Satisfaction. The Customer Service Representative will act as a Focal Point for all Customer connect and order processing activities in coordination with Sales and other functional stakeholders. Act as...
-
Support Specialist II, Customer Support
2 weeks ago
bangalore, India Livestream Full timeSupport Specialist II Vimeo’s Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to oversee our Support efforts as a Support Specialist II. The ideal candidate will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the...
-
Customer Support Specialist
5 days ago
bangalore, India Cvent Full timeOverview: Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and nearly 21,000 customers worldwide, including 80% of the Fortune 100 companies, in more than 100 countries. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers...
-
Customer Support Engineer
2 months ago
bangalore, India HITACHI ENERGY INDIA LIMITED Full timeDescription : Mission Statement This benchmark is intended for incumbents who have responsibility for more than one Specialization within the Sub-family. An Experienced Professional (P2) applies practical knowledge of job area typically obtained through advanced education and work experience. May require the following proficiency: Works...