Help Desk Manager

2 weeks ago


rajkot, India FallenAmbers Full time

Job briefWe are looking for a qualified Help desk manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.As a Help desk manager, you should have a solid technical background combined with the customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals is essential skills to perform well in this position.Ultimately, you should be able to ensure high-quality technical support and increase client satisfaction.ResponsibilitiesManage the help desk team and evaluate the performanceEnsure customer service is timely and accurate on a daily basisRecruit, train, and support help desk representatives and techniciansSet specific customer service standardsContribute to improving customer support by actively responding to queries and handling complaintsEstablish best practices through the entire technical support processFollow up with customers to identify areas of improvementDevelop daily, weekly and monthly reports on help desk team’s productivityProvide customer feedback to the appropriate internal teams, like product developersRequirementsProven work experience as a Help desk managerHands-on experience with help desk and remote control softwareSolid technical background with an ability to give instructions to a non-technical audienceCustomer-service oriented with a problem-solving attitudeExcellent written and verbal communications skillsTeam management skillsBSc degree in Computer Science, Information Technology or relevant field. Skillset Required: remote control software, Helping others, effective listening, effective communications, ability to manage multiple tasks, patience



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