6d ago

Associate Manager - Customer Service

Pune-Maharashtra-Indiamid

Customer SupportCustomer Service Representative

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Quick Summary

Key Responsibilities

Duties and responsibilities Team Management & Leadership: Supervise and mentor the technical support team, ensuring optimal performance Assist in recruiting, onboarding,

Requirements Summary

Overall 8+ Years of experience with 3+ years of experience in technical/customer support, and experience in team management,

Technical Tools

Customer SupportCustomer Service Representative

We are seeking a dynamic and experienced individual to lead and support our technical support team. This role involves overseeing daily operations, ensuring high-quality customer support, mentoring team members, and driving process improvements. The ideal candidate will have strong technical expertise, leadership skills, and a passion for delivering excellent customer experiences

Responsibilities

~1 min read

→Overall 8+ Years of experience with 3+ years of experience in technical/customer support, and experience in team management, with a demonstrated track record of success
→Excellent verbal and written communication skills (email writing skills)
→Strong troubleshooting and problem-solving skills
→Proficiency in Microsoft Office Excel and Power point
→Experience with Salesforce is a must
→Strong customer service know-how
→Good interpersonal and problem-solving skills

Supervise and mentor the technical support team, ensuring optimal performance
Assist in recruiting, onboarding, and training new team members
Monitor team productivity, provide feedback, and conduct performance evaluations
Foster a positive and collaborative team culture that encourages problem-solving and innovation

Oversee day-to-day technical support activities, ensuring timely resolution of customer issues
Act as the escalation point for complex technical issues and ensure resolution within SLA timelines
Monitor support metrics (e.g., response times, resolution rates, customer satisfaction) and drive continuous improvement
Collaborate with other departments to resolve technical issues and enhance service delivery

Identify and implement process improvements to enhance support efficiency
Develop and maintain documentation, FAQs, and knowledge base articles
Analyze support trends, generate reports, and provide recommendations to senior management

Ensure high levels of customer satisfaction by delivering prompt and effective support
Implement customer feedback to refine support processes and enhance user experience.