Key Responsibilities:
- Lead and manage the product support team, providing guidance, training, and support to team members.
- Develop and implement strategies to enhance the efficiency and effectiveness of the product support process.
- Monitor team performance, set goals, and conduct regular performance reviews.
- Collaborate with other departments to ensure seamless communication and resolution of customer issues.
- Analyze support metrics and customer feedback to identify areas for improvement.
- Implement best practices and standard operating procedures to streamline support operations.
- Handle escalated customer issues and ensure timely resolution.
- Build and maintain strong relationships with customers, ensuring their needs are met and their feedback is valued.
- Stay updated on industry trends and advancements in product support.
Qualifications:
- Bachelor's degree in a related field or equivalent work experience.
- Proven experience in a leadership role within a product support or customer service environment.
- Strong understanding of product support processes and best practices.
- Excellent communication and interpersonal skills.
- Ability to analyze data and metrics to drive decision-making.
- Proficiency in support software and tools.
- Strong problem-solving skills and a customer-focused mindset.
- Experience in building and maintaining customer relationships.
Primary Skills:
- Leadership Experience: Proven experience in a leadership or supervisory role within a product support or customer service environment
- Product Support Expertise: In-depth understanding of product support processes, best practices, and tools
- Customer Service Skills: Strong background in customer service, with experience handling escalated issues and ensuring high-quality support
- Analytical Skills: Ability to analyze support metrics and customer feedback to drive improvements
- Communication Skills: Excellent verbal and written communication skills to effectively lead a team and interact with customers and other departments
- Technical Proficiency: Familiarity with support software and tools, and the ability to quickly learn new systems
Job Type: Full-time
Pay: ₹400,000.00 - ₹600,000.00 per year
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Experience:
- Product Support: 3 years (Required)
Work Location: In person
