Associate Director/Senior Manager - Customer/Technical Support - Customer Experience Team - BPO

Role : Associate Director / Sr.Manager -Customer Support - Customer Experience Team ( Technical Support)- US MNC

Location: Bangalore

The Associate Director / Sr.Manager in the customer experience team will be responsible for managing a team of technical support engineers Across Multiple Geographies to provide on-time support while maintaining target customer satisfaction scores. The candidate will also be hands-on and is expected to contribute to supporting customers directly. The support channels will include both online (voice, chat) and offline support (email etc)

Duties & Responsibilities :

- Overall management of 100+-member customer support team handling both online and offline support channels in Multiple Geographies.

- Create and track performance metrics to ensure on-time customer support while maintaining target customer satisfaction scores

- Supporting support cases directly

- Creating self-service documentation to help customers with commonly asked questions/issues

- Contributing to user forums and in other channels to help support customers and promote the Organisations products

- Working with other support teams across the world to coordinate and manage workloads, responses etc

- Creating and managing Online User Groups and Forums and working with internal teams to contribute in the same

Requirements :

- Bachelor's degree or higher in Engineering.

- 14+ years overall experience in a high-tech company in field applications and/or applications/customer support.

- Understanding of commonly used customer support metrics and tools

- Experience in Energy or Power Supply products will be an added advantage

- Excellent judgment seasoned analytical skills, superior oral and written communication skills and an infectious can-do approach to work