New job Customer Support Manager in Maharashtra

Customer Support Manager
Customer Support Manager

Customer Support Manager

Company : NetConnect Private Limited
Salary : ₹9,00,000 - ₹19,00,000 a year
Location : Maharashtra

Full Description

Job Description

Location: Sakinaka Andheri-Mumbai

Experience required: 7-12 Years

Job Function: Customer Support Manager

Education: BE/Btech

Job Responsibilities:

1) Customer Service Management

  • Responsible for post-implementation customer support for multiple large enterprise accounts.
  • Manage client support operations with the highest level of quality and efficiency.
  • Managing the technical coordination to ensure smooth delivery of the projects
  • To be actively involved in Incident Management, ensuring L2 /L3 support through the team, problem resolving, documentations.
  • Release Management - In case of any change requests or minor product feature releases he/she would be responsible for the release and maintenance of multiple accounts.
  • Providing Production Support to the existing accounts.

2) Operations Process Excellence :

  • Improve tools and processes to enable us to deliver support at scale as the company grows at a tremendous rate: a ticketing system, knowledge management, self-help, user forums, customer feedback management, etc.
  • Ensuring Customer Engagement through CSAT & in case of Customer Sat Low score, follow-ups with the customers.
  • Documentation Management which includes Root Cause Analysis, Incident Report (for critical issues), Monthly Service Delivery Report (to customer)
  • Escalation Management
  • Improving and redefining the processes to enhance Key Support metrics and SLA adherence & measurements

3) People Management

  • Managing Capacity planning for the day-to-day operations team.
  • Drive regular meetings with the team. Manage team performance to goals, continuously evaluating and making adjustments as necessary.
  • Cross-functional interaction on a daily basis and would involve working with product management, engineering, sales, customer success, and marketing.

Desired Qualification and Skills:

  • 7-12 years of experience in technical support or equivalent.
  • 5+ years of experience building, leading, and scaling a high-performance, cohesive technical support operations team
  • Strong empathy and attention to detail. Exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations.
  • Strong spoken and written language skills for working with high-value customers and publishing documentation.
  • Incredible perseverance and drive manifested in a strong work ethic and a willingness to roll up your sleeves and do whatever needs to be done.
  • The ability to thrive in a fast-paced, ever-changing environment, make quick judgments and defend decisions, and radiate positivity even while under pressure.
  • Experience with SaaS, data management products.
  • Exceptional analytical, strategic, and problem-solving skills.
  • Understanding of application components and functionality; i.e. relational databases (PostgreSQL, MySQL, Oracle, MS SQL Server), NoSQL databases (MongoDB, Redis, etc.), web servers (Apache, Nginx, etc.).

Job Type: Full-time

Salary: ₹900,000.00 - ₹1,900,000.00 per year

Schedule:

  • Flexible shift
  • Monday to Friday