Support Manager

Roles and Responsibilities for Support Manager

General – build from scratch the capabilities within the company to manage the customer service and support, to ensure a good customer experience and retention. This role will evolve with time and the candidate is expected to grow and manage a professional team of Customer Service Representatives

Responsibilities include:
-Tier-1 support of customers worldwide
-Interact with customers to provide information in response to inquiries about the services
-Attend to customer complaints and concerns immediately, and facilitate satisfactory resolution and manage customers’ expectations
-Manage calls, emails and chat sessions professionally and efficiently
-Knowledge of service line, prices, delivery time, and similar data, as required
-Help define the service policies, standards and workflows
-Responsible for meeting and continuously improving defined standards of customer support using tools to track
-Help define, document and implement customer support practices
-Help define the user self-service portal
-Help in Selecting and implementing helpdesk tools
-Build a solution knowledgebase
-Build and manage a team of customer support representatives

Skill & Experience
-At least two year as customer service representatives  in a technology company
-Leadership & Managerial skills (experience as a team leader - a plus)
-Knowledge in call center tools
-Very Good interpersonal skills
-Experience with CRM – a plus
-Excellent English writing and speaking skills

Interested and Qualified candidates are requested to send their CV's to [email protected]
no later than 15-Sep-2011