Manager - Customer Support - Retail Tech Firm

Job Description:

Customer Support Operational Management:

a. Lead day to day support operations to ensure that customers are receiving responsive and quality support from CS

b. Planning and executing the global support goals for each year

Support Engineer/ Analysts Management:

a. Build a team that reflects organizational values of support excellence, personal growth, and teamwork

b. Inspire employees to work smarter and find purpose in their roles

c. Build career plans for support staff

d. Train or project manage the technical training of each support engineer

e. Train support engineers by growing current and future leaders

Efficiency and Customer Feedback Management:

a. Report to Mgt of support customer health & KPI's

b. Monitor tickets and diagnose areas for improvement

c. Collaborate with Projects and RnD team to advocate for product improvement and support policy

Skills & Experience:

- Candidate should be exposure of working with international customers for software solution delivery, Implementation or providing Support

- Should have a Techno Functional background to manage Support Analyst and L3 Software

- Engineer team

- B.E. / B. Tech., M.C.A. preferred