Support Manager - Operations

Company’s Profile

Delivering the best Digital experience. We enable over 100 companies across telecom media fintech retail manufacturing & public sector verticals to test their digital experience on the widest variety of devices locations and networks.

Through synthetic testing endtoend automation and onfield infrastructure our report and diagnostic tools allow you to monitor and identify failure points in your digital journey. Our analytics help you access analyse and enhance your global digital experience. We are a global company supporting and collaborating with regulators public entities enterprises operators and people worldwide.

What will you do

Team Leadership:

o Recruit train and manage a team of product support specialists as and when needed.

o Set clear goals and objectives for the support team and conduct regular performance evaluations.

o Foster a positive and collaborative work environment.

Product Knowledge:

o Maintain an indepth understanding of the company's products and services.

o Keep uptodate with product updates changes and improvements.

o Train and educate support staff on product features functionality and best practices.

KPI Performance Management:

o Daily review reports monitor dashboards of various application KPIs against service commitments to ensure consistency and identify improvement opportunities.

o Lead the customer support team identify problematic areas investigate and troubleshoot failures and determine root causes to ensure committed success rates against each KPIs are maintained.

o Work with crossfunctional teams to communicate findings and ensure timely fixes are received for any identified bug or failure.

o Coach guide and develop objectives for the customer support teams’ daytoday activities.

Customer Support and Support Strategy:

o Incident/ Workload management.

o Assist team in providing expertlevel assistance to customers addressing complex productrelated inquiries and issues.

o Lead the support team on effectively monitor and respond to customer support tickets emails and phone calls in a timely and professional manner.

o Ensure a high level of customer satisfaction through effective problem resolution and communication.

o Develop and implement product support strategies and policies to improve the overall customer experience.

o Analyze support data and customer feedback to identify areas for improvement and optimize support processes.

Collaboration:

o Collaborate with crossfunctional teams including product development sales and marketing to ensure seamless product support and customer success.

o Provide input into product development based on customer feedback and support insights.

o Weekly triage with crossfunctional teams

Documentation and Reporting:

o Create and maintain support documentation including FAQs knowledge base articles and troubleshooting guides.

o Ensure that support materials are accurate and uptodate.

o Prepare regular reports on support metrics and KPIs for management.

o Identify trends and areas for improvement based on support data.