L1 Support Manager
2 weeks ago
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. Orlando. Trivandrum. Kochi
● 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 years’ 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), and Google suite.
● Experience in Helpdesk / Incident Management tools like Zendesk, Freshdesk, Jira, etc
Location - Trivandrum
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