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Job Description & How to Apply Below
Set performance goals, conduct regular performance evaluations, and provide constructive feedback
Foster a positive and collaborative team environment to encourage productivity and innovation
Technical Support Operations:
Oversee the technical support operations, ensuring timely and effective resolution of customer issues and inquiries
Develop and implement support processes to optimize efficiency and enhance customer satisfaction.
Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs)
Regularly identify improvement areas and take initiatives to improve & optimize support KPI s and customer experience, across complex customer environments
Customer Interaction:
Handle escalated customer issues, escalations providing expert technical assistance and ensuring swift resolution
Collaborate with customers to understand their technical challenges, identify root causes, and deliver comprehensive solutions
Communicate technical information effectively to both technical and non-technical customers
Cross-Functional Collaboration:
Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements
Work closely with the training department to ensure technical support staff is well-trained and up-to-date with product knowledge
Participate in cross-functional meetings to align support strategies with overall company goals
Performance Analysis and Reporting:
Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery
Prepare regular reports on key performance indicators (KPIs) and present findings to the senior management team
Continuous Improvement:
Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance
Stay updated with industry trends and best practices to implement innovative support solutions
Qualifications and Support Tools:
5+ years of experience building and leading a technically focused, customer-facing, advanced experience support team
Experience with mainstream ERP, CRM or accounting SaaS software
Excellent knowledge of CRM tools like Salesforce, Service now etc
Presentable experience in support process engineering and improvement
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