BriefCase
BriefCase

Customer Support Manager (l1) Job in Valethi Technologies

Customer Support Manager (l1)

Valethi Technologies 4+ weeks ago
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Job Summary

Key Responsibilities:

  • First 3-6 months, actively managing day to day enquiries, alongside their direct report.
  • Manage the Technical Helpdesk team, ensuring they provide timely and effective customer service and technical support
  • Oversee the roll out and ongoing management of Zendesk, including team training and process development to mee the growing needs of a global user base.
  • Create and maintain a playbook for troubleshooting and issue resolution,
  • Lead the team in diagnosing and resolving complex technical issues, including software bugs and system configuration issues
  • Partner with cross-functional internal adm teams to identify and escalate product usage issues, ensuring timely resolution for customers
  • Monitor and report on customer satisfaction metrics, identifying opportunities for improvement
  • Provide technical leadership to the team, keeping them up-to-date with new product features and technical updates as needed
  • Participate in the development and implementation of policies, procedures, and training programs to ensure consistent delivery of high-quality customer support

Requirements

Qualifications:

  • Bachelor s degree in computer science or a related field
  • 8+ years of experience in technical customer support, including 2+ years in a leadership role
  • Strong understanding of cloud-based platforms and related technologies
  • Experience with customer service software and ticket management systems such as Zendesk
  • Excellent communication skills, both verbal and written
  • Strong problem-solving skills, with the ability to diagnose and resolve complex technical issues
  • Demonstrated ability to lead a team of technical support professionals
  • Experience working with global teams and customers in different time zones


Benefits

Working shift is - UK aligned... IST 1:30 PM to 11:00PM ... flexible by one or two hours either side
{{getI18n('zr.careers.publicpage.meta.viewapplication')}} {{getI18n(data[0].applynow)}} I'm interested
Experience Required :

Minimum 5 Years

Vacancy :

2 - 4 Hires

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