Location : Trivandrum Responsibilities: - Set challenging yet achievable departmental objectives and ensure that the team consistently meets all the established service level agreements. - Ensure that the departmental objectives are consistently aligned with the larger organization objectives. - Clearly communicate objectives and performance expectations with the team, monitor results and intervene, if/when necessary. - Continuously monitor Support metrics and ensure process quality control. - Serve as a Single point of Contact (SPOC) for all L1 Support related activities including Customer issues/escalations. - Ensure team adherence to defined SOPs. - Identity and drive initiatives to improve process efficiency and customer satisfaction. - Consistently serve as a role model to the team by exhibiting leadership qualities and understanding business objectives. - Lead and prioritise the Support team's workload. - Follow up with customers to ensure their product related issues are resolved to their level of satisfaction. - Ensure the team maintains accurate logs detailing documentation on support. - Maintains team collaboration, inter and intra-team communication and improvements. Skills and Qualifications: - Min 5 year's exposure as a customer support executive and at least 3 years' experience in managing a team. - Excellent written & verbal communication skills. - Exceptional organizational skills and attention to detail. - Previous experience with Microsoft Office suite (Word & Excel), Google suite. - Experience in Helpdesk / Incident Management tools like Zendesk, Freshdesk, Jira etc. EXP : 5-6 years

Kerala

Trivandrum/Thiruvananthapuram

Good Methods Global - Manager - Customer Support 

Job Description for Good Methods Global - Manager - Customer Support  in Good Methods Software Solutions Pvt Ltd in  Kerala Trivandrum/Thiruvananthapuram for (5-6) years of experience. Apply Now!