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Operations Manager, Technical Support

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  • IT
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Job Details

Timely resolution to complex and escalated technical issuesDriving Product Development response and delivery of resolution to Development Escalations (Dev Esc)Implementation of processes that produces next steps in addressing aging Dev Esc.Driving the team to achieve KPI targetso Regular CSAT achievement reviewo Regular SLA/SLO adherence reviewo Employee coachingo Developing processes to position team on achieving its goals and objectivesDriving the team to maintain a high level product expertiseo Regular individual knowledge assessmento Regular assessment of documentation requirementso Regular assessment of Knowledge Base requirementso Training coordinationDeveloping and implementing formalized knowledge sharing process to capture customer specific workflows, customizations and undocumented features and functionalities.Identifying top support incident drivers and drive the development of key KB articlesCoordinating with Product Management and other PDT resources for support readiness on new product release, hotfix release and beta programsQualificationsNumber of Years of Work Experience5-10 years full time experience managing advanced level support teamsRequired SkillsExperienced leader with proven skills in developing and building technical support teamsPC and associated productivity application proficiency (MS Office and CRM tools)Exceptional customer service skillsStrong and effective English language communication skills verbal, listening, written and presentationStrong technical knowledge of Networking, Windows Operating Systems and Print environmentsStrong knowledge of Databases, MSFT Excel and ability to analyze and report on dataStrategic thinking and problem solving skillsAbility to handle pressure situations wellAbility to tactically guide technical support teamsAbility to coach, teach, develop, and promote a positive team attitude to increase productivity of associated team membersWilling to travel as necessaryWillingness to work off hours shifts, including nights and weekendsPreferred SkillsStrong knowledge of Customer Support best practices and industry standards, with focus on enterprise level solutionsProven track record in building highly skilled support team, with a strong focus in managing escalated cases and strong communication skills.Direct experience of establishing and achieving goals and targets tied to Technical Support and Customer Care operations KPIs such as, time to resolution, customer satisfaction, operational efficiency, employee satisfaction, etc.Knowledge of various ACD call routing, Call processing, KDBs and CRMs systems.Experience managing multiple support channels (i.e. voice, email, chat, etc.).Strong leadership and people management skills.Ability to deal with senior executives internal and external to C-levels.Ability to adapt to fast-changing environment/change management skills.Willing and able to work long hours and weekends as necessary.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-10


Application Programming | ERP/CRM | Software Engineer
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