Implementation & Support Head

View: 106

Update day: 06-05-2024

Location: Delhi Union Territories Noida Uttar Pradesh

Category: IT - Software

Industry: Software Product

Position: ERP Consultant

Job type: Full Time, Permanent

Experience: 3 - 8 years

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Job content

OBJECTIVES

To lead Tech Support team with an aim to provide utmost satisfaction & exemplary experience to customers, leading to higher retention

KEY RESPONSIBILITY AREAS

Thorough understanding of the Product, regular updates & upgrades
Develop end to end processes & procedure for customer support
Build a strong team of support executives (pre-sales, post-sales), including succession planning
Product Training & developing customer relationship skills within the team
Hunting, honing, and retaining talent
Progressive shift of tech support from manual interaction to automated channels viz. FAQs / Training videos etc.; for better customer experience & cost efficiency
Setting benchmarks for TAT, customer satisfaction and constant monitoring / reporting thereof
Close coordination with Product development, Sales & Customer Experience functions to remain hands-on on product / satisfaction / customer retention

SKILLS

Certification in customer support / project management / quality assurance would be an added advantage

3-5 Yrs of experience in managing Call Centre Customer Support, preferably in IT Software Product Cos., with proven

Deep knowledge of Office 365, call centre business processes - Manual / Automated; training videos etc.;
Self-initiated with strong Leadership abilities with an eye to create bench strength & succession
Excellent written and verbal communication and problem-solving skills. A go-to person for domain & soft skills

Soft spoken, relationship development skill, ability to effectively manage SME customer

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