L1 Support Manager

2 weeks ago


Trivandrum, India CareStack™ - Dental Practice Management Full time

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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