Sr Manager Technical Support Center
Job Description
Job Family Descriptor Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise Broad outline of the Role Monitor all customer complaint interfaces at Organizational level. Inbound - Track incoming calls for volume, customer tone & experience, service levels and workload. Email - Tracking incoming emails for zero touch processing, response TAT, first time correct handling and workload analysis. Portal Adoption - Customer level portal adoption(TCx) for Complaint management, to engage with customers for onboarding, issue resolution and adoption enhancement To manage the DR sites at Mumbai and Chennai for process compliance and BAU service levels. To adopt automation and process efficiency for increasing zero-touch customer support and increase/maintain high level of customer experience
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Job Detail
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Job IdJD3113771
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationPune, Maharashtra, India
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EducationNot mentioned
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ExperienceYear