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Manager - Customer Support

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Brief description :

Roles and Responsibilities:

  • Ideal candidate should have an overall experience of 10+ years managing a team of customer support executives in an IT Product or Service company.
  • Have basic Technical understanding of Software Project Implementation process.
  • Knowledge of any of the Databases like SQL Server, PostgreSQL, Oracle required.
  • Exposure to web applications is required.
  • Manage the customer support department’s day-to-day functions.
  • Take ownership and respond to escalated customer issues reported and see problems through to resolution.
  • Research, diagnose, troubleshoot, and identify solutions to resolve support issues and enhance customer satisfaction.
  • Assist in the interview and recruitment / retention of team members.
  • Monitor team performance and activity
  • Prepare status reports and update the management on the status of customer support activities from time to time.
  • Hold daily and weekly meetings; discuss task delegation and review issues.

Preferred skills

Qualification & Skills

  • Proven experience as a ‘Customer Support Specialist’ in an IT Product company, with a minimum of 8+ years of experience.
  • L1/L2 support experience or knowledge, Instances of implementing SOPs, RCAs etc.
  • BE/BTech/MCA or any equivalent post-graduate degree
  • Excellent verbal and written communication skills