Support Manager - Operations | Manager in Executive Job in Mumbai MH | 7253818613

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Support Manager - Operations

Location:

Mumbai, Maharashtra

Description:

Company’s Profile Delivering the best Digital experience. We enable over 100+ companies across telecom, media, fintech, retail, manufacturing & public sector verticals to test their digital experience on the widest variety of devices, locations and networks. Through synthetic testing, end-to-end automation and on-field infrastructure, our report and diagnostic tools allow you to monitor and identify failure points in your digital journey. Our analytics help you access, analyse, and enhance your global digital experience. We are a global company supporting and collaborating with regulators, public entities, enterprises, operators, and people worldwide. What will you do? Team Leadership: o Recruit, train, and manage a team of product support specialists as and when needed. o Set clear goals and objectives for the support team and conduct regular performance evaluations. o Foster a positive and collaborative work environment. Product Knowledge: o Maintain an in-depth understanding of the company's products and services. o Keep up-to-date with product updates, changes, and improvements. o Train and educate support staff on product features, functionality, and best practices. KPI Performance Management: o Daily review reports, monitor dashboards of various application KPIs against service commitments to ensure consistency, and identify improvement opportunities. o Lead the customer support team, identify problematic areas, investigate and troubleshoot failures, and determine root causes to ensure committed success rates against each KPIs are maintained. o Work with cross-functional teams to communicate findings and ensure timely fixes are received for any identified bug or failure. o Coach, guide, and develop objectives for the customer support teams’ day-to-day activities. Customer Support and Support Strategy: o Incident/ Workload management. o Assist team in providing expert-level assistance to customers, addressing complex product-related inquiries and issues. o Lead the support team on effectively monitor and respond to customer support tickets, emails, and phone calls in a timely and professional manner. o Ensure a high level of customer satisfaction through effective problem resolution and communication. o Develop and implement product support strategies and policies to improve the overall customer experience. o Analyze support data and customer feedback to identify areas for improvement and optimize support processes. Collaboration: o Collaborate with cross-functional teams, including product development, sales, and marketing, to ensure seamless product support and customer success. o Provide input into product development based on customer feedback and support insights. o Weekly triage with cross-functional teams Documentation and Reporting: o Create and maintain support documentation, including FAQs, knowledge base articles, and troubleshooting guides. o Ensure that support materials are accurate and up-to-date. o Prepare regular reports on support metrics and KPIs for management. o Identify trends and areas for improvement based on support data.

Posted:

April 29 on iSmartRecruit

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