• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 8th Aug 2022

Has very good verbal and written communication skills to drive effective customer communication.
- Delivery of superior-level support to end-user customers and functioning as point-of-contact for raised issues to ensure appropriate response and focus of support teams.
-Demonstrate strong acumen to understand and work with support leadership to solve business challenges
-Design, develop and implement processes, tools to enhance support function including workflow and incident management
-Drive critical customer issues to resolution leveraging cross-functional resources
-Proven track record of delivering results through people, business and operations management.
- Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
- Conducting regular team meetings and performance discussions with support engineers.
- Interacting with regional and corporate management on matters between functional areas or customers and the company.
- Tracking, monitoring and reporting on department operations, and closely handles critical customer accounts to develop a path to issue resolution.
- Interface with engineering, field, sales and service organizations and directly with the customer base on critical escalations and call resolution.

Requirements:

- Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
- At least 3 years of management experience in a technical support environment
- Previous account management or account executive skills desired, with the ability to organize and track multiple projects.
- Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
- Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations.
- Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
- Must have at least two years of experience as a Technical Engineer.

Desired Skills and Experience:

- Skilled in leading and motivating talented support engineers.
- Project management experience or background, with experience in handling multiple projects and priorities.
- Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
- Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
- Must be motivated by challenges and be able to offer multiple solutions for a problem.
- Consistent record of defining and developing innovative enhancements to Support process and methodology.
- Able to develop individual and team objectives to contribute positively to organizational goals and direction.
- Validated ability to formulate and oversee solutions to issues in partnership with multiple functional areas.
- Proven ability to work in a dynamic environment and use judgment in handling customer calls and providing technical assistance.
- Knowledge of Virtualization technologies & relevant certifications desirable