Team Manager - Tech Support

Qualification:

• Education- Graduate /Post Graduate – preferably MBA graduates Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint)
Responsibility:

Stakeholder/Business Management:

• Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.
• Respond through email and chat.
• Provide updates and submit reports related to own area of work.
• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
• Identify & suggest Business improvement opportunities.
• Identify & drive opportunities to enhance service delivery & Customer experience.
• Identify cost optimization opportunities.
• Drive business excellence to add value to client.
Customer Relationship Management:

• Provide information, educate customer, troubleshoot, probe and fix issues.
• Interact with Customers (internal / external) to meet process deliverables.
• Create status reports for Customers (internal/external).
• Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager.
• Manage and resolve escalations and issues raised by Customers and Process Specialists.
• Seek regular feedback from Customers and communicate to the team.