Responsibilities : - Manage the L1 Support team and work with L1 Team Leads to evaluate performance of staff within the team - Ensure that L1 team provides timely and accurate support daily while assuring that all individual and team KPIs are met - Troubleshoot problems and coordinate with various internal departments to resolve problems. - Alert the Director of Support of any risks which would make it impossible to meet those - KPIs and work with the Director of Support to mitigate those risks - Collaborate with the L2 Support Manager to streamline escalations between L1 and L2 and regularly monitor the health of the escalations between these groups - Recruit and train new L1 Customer Advocates and monitor the performance of new hires during the onboarding period - Create reports and details of customer tickets - Evaluate customer support tickets and prepare action plan for improvements. Requirements : - Experience with establishing and monitoring support metrics and KPIs, and analytics tools and techniques used therein - Demonstrated work experience as a team lead or AM in the Technical Support space - Excellent written and verbal communication skills and customer empathy - Strong personnel management skills and a genuine desire to make the L1 Support team a fulfilling and supportive team - The person should be able to tackle with diverse customers and the situations as well. - The person needs to be polite and tactful in nature.

Bangalore

ShadowFax - Manager - L1 Connect - Customer Support 

ShadowFax - Manager - L1 Connect - Customer Support  ,Job Description for ShadowFax - Manager - L1 Connect - Customer Support  in ShadowFax in  Bangalore for (5-10) years of experience. Apply Now!

Job Description for ShadowFax - Manager - L1 Connect - Customer Support  in ShadowFax in  Bangalore for (5-10) years of experience. Apply Now!