Candidates with ITIL certification will be preferred. Work Location : Airoli, Navi Mumbai Work timing : should be flexible (most probably 12:30 pm - 9:30 pm / 2 pm - 11 pm) Job title Associate Director - CST (Customer Support Team) Lead role in Mumbai for Helpdesk team in CST Reports to Senior Director Job purpose : Looking for an Associate Director to set up and lead a Technology Helpdesk especially, focused on customer centric operations for their office in Navi Mumbai. Duties and responsibilities : - Deliver business value through Right and Fast partnership. Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Helpdesk. You will support focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. Be part of a team that is solving complex technical problems for the customer. Learn to apply highest standards of customer support. Build business acumen while learning to address customers technical needs. Key skills and experience - - Should have experience in establishing and managing helpdesk/customer contact center - Experience must be specifically on setting up & operating a Technology Helpdesk - Ideal candidate should have prior experience in setting up helpdesk in technology startup / fast paced organization - Have the experience of managing team of 100+ resources, & track record of setting up process, KPIs etc. for the service desk - Proven Experience in Customer Service not necessarily Call Center - WE VALUE Decision making and ability to solve problem without being prompted - An ability to work with limited direction - Excellence in Delivering Customer Service - A bias for action - An attention to detail - Achieving Results - Be aware of key business objectives, and ensure these are applied appropriately to all business activities. - Customer Focus (internal & external) - Effective in anticipating and understanding customer expectations, and ensure customer requirements are met and expectations appropriately managed. Able to build partner relationships with customers, and focus on solving their problems. - Problem Solving and Decision Making - Able to solve problems in a measured and creative way. Capable of independently assessing a wide variety of tasks, and be proactive in relation to identifying and undertaking activities that are to the benefit of the business. Able to balance long and short term objectives, and understand business value. Be responsible for own decisions. - Influencing and Impact - Effective at identifying goals and objectives, and motivating and leading others towards their achievement. Able to network throughout the wider Technology community. - Innovation, Flexibility and Adaptability - Undertake tasks with a positive attitude and respond well to management and client requests. Working locations may include a variety of client sites. Must be prepared to meet business goals and respond well to change. Qualifications : - 10-12 years of relevant experience - HAVE Advanced English Skills (Oral, Written)

Navi Mumbai

Associate Director - Customer Support - Helpdesk Team - Procurement Firm 

Associate Director - Customer Support - Helpdesk Team - Procurement Firm  ,Job Description for Associate Director - Customer Support - Helpdesk Team - Procurement Firm  in GEP Solutions in  Navi Mumbai for (10-12) years of experience. Apply Now!

Job Description for Associate Director - Customer Support - Helpdesk Team - Procurement Firm  in GEP Solutions in  Navi Mumbai for (10-12) years of experience. Apply Now!