Project Executive

6 months ago

Delhi, India ResourceDekho Full time

Responsibilities:

- Lead and manage a team of support engineers to ensure effective and timely support for customers.
- Create and maintain rosters and schedules for the support team to ensure coverage during operating hours.
- Coordinate with other departments, such as engineering and customer success, to ensure timely updates and resolutions to customer issues.
- Monitor support ticket queues and prioritize tasks based on urgency and customer impact.
- Collaborate with the development team to identify and prioritize bug fixes and feature requests based on customer feedback.
- Analyze support data and metrics to identify trends and areas for improvement.
- Develop and implement support processes and guidelines to streamline operations and enhance customer satisfaction.
- Train and mentor support engineers, providing guidance on technical issues and customer communication.
- Act as a point of escalation for complex customer issues, working closely with support engineers to ensure resolution.
- Collaborate with the product management team to gather customer feedback and insights for future product enhancements.
- Stay up to date with industry trends and best practices related to customer support and product management.

**Requirements**:

- Proven experience as a product manager or similar role, preferably in a customer support environment.
- Strong leadership skills and ability to effectively manage a team.
- Excellent organizational and time management abilities to handle rosters and schedules.
- Strong analytical and problem-solving skills to identify and address customer issues.
- Excellent communication and interpersonal skills to work collaboratively with cross-functional teams.
- Technical knowledge and understanding of software development processes.
- Familiarity with customer support tools and ticketing systems.
- Ability to thrive in a fast-paced and dynamic environment.
- Bachelor's degree in a relevant field (e.g., computer science, business administration) is preferred.

**Salary**: ₹25,000.00 - ₹35,000.00 per month

**Benefits**:

- Work from home

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 2 years (required)

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