Assistant Helpdesk Manager

4 weeks ago

Gurugram, India Sago Full time

We're a team of innovators, strategists, and problem-solvers dedicated to helping our clients connect human answers to business questions. With a culture that values collaboration, creativity, and personal growth, we're looking for a Assistant Helpdesk Manager ready to join us in making a real impact.  We are SAGO. Passionate and inspired thinkers, who celebrate our wins. Vibrant Leaders who empower our colleagues and innovate the Market Research industry. Curious learners, constantly finding new ways to transform. Bold thinkers and doers who don’t do status-quo. Authentic team members who show up to work every day being ourselves, never afraid of new ideas or opinions, because we believe they matter.  

As a global leader in market research and data solutions, Sago is committed to connecting human answers to business questions. The world is transforming, and Sago is continuously reaching new heights, redefining our solutions beyond our clients’ wildest expectations, and making it smarter, faster, and easier to gain insights that matter. We have done it for over 55 years with the brightest minds, and we are looking for more trailblazers who will help us pave new paths that connect our clients with audiences around the world.

As a Assistant Helpdesk Manager, you will be responsible for supporting our Global Helpdesk Manager in leading a team of Panel Helpdesk Associates to provide exceptional customer service to Sago respondents through policies, procedures, and best practices that drive respondent satisfaction and retention.

 

KEY JOB RESPONSIBILITIES:

 

·       Act as second in command to our Global Helpdesk Manager

·       Supervise and monitor the performance of a team of Panel Helpdesk Associates

 ·       Organize and motivate team members in their day-to-day work, aiming to maximize first-touch resolution and create an environment where the team can excel through encouragement and empowerment

 ·       Support manager in generating reports on data around ticket volume and resolution time

 ·       Understand, analyze and identify trends in respondent inquiries or behavior to optimize processes

 ·       Handle internal and external escalations

 ·       Intake, triage, investigate, and respond to inquiries directed to Sago’s respondent help desk, maintaining our company’s reputation for high-quality service

 ·       Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible

 ·       Work with internal teams to troubleshoot issues that impact respondent experiences

 ·       Ensure a high level of quality produced by the team by monitoring interactions and feedback

·       Develop and implement training for onboarding

·       Develop and implement training to enhance team efficiency (refreshers and continuous improvement

·       Learn and stay up-to-date on Sago’s technologies and procedures

Requirements

CORE COMPETENCIES:

 

·         Minimum 3 years’ experience in a customer support management or help desk manager role

·         Experience in providing front line customer support

·         Strong English communication skills – written and spoken

·         Administrative and working knowledge of help desk software (e.g., Zendesk, Jira)

·         Ability to multi-task and work effectively in a fast-paced environment

·         Advanced troubleshooting and multi-tasking skills

·         Technology savvy

·         Excellent knowledge of management methods and techniques

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