Customer Support Manager

Job Title: Customer Support Manager

Experience: 811 Yrs

Mode of work: Hybrid

Location: Bangalore

Job & Department Summary

Organization is a worldwide leader in insurance technology is currently searching for a Manager Customer Support to directly oversee a group of Interface Customer Support Representatives. In this role you will provide technical and product assistance to your team and field escalated customer issues as they arise. You will also work with Escalation Specialists QA and Product Management on calls that require their assistance. By setting an example for your team as a customer service expert you will be responsible for overall customer support satisfaction levels of the customer base your team services.

Essential Functions

• Establish and lead the offshore support team in Bengaluru ensuring high standards of customer service and technical support.
• Play an active role in hiring new team members and training them initially and ongoing education of the Support Department by teaching classes mentoring and/or writing documentation
• Lead by example by maintaining a visible presence on the support floor when in the office and regularly communicating via other communication channels
• Conduct monthly oneonones with individual employees; hold monthly team meetings
• Ensure team members meet productivity requirements and Quality Check scores
• Monitor Team members call on a regular basis according to established benchmarks
• Write and administer evaluations at least 3 times per year
• Complete Monthly Team Reports
• Stays abreast of changes in Applied Systems software technology and the industry
• Performs other duties as assigned by immediate manager or management team

Key Performance Outcomes

• Builds and maintains a positive and productive relationship with teams
• Consistently meets project deliverables and deadlines
• Displays and articulates a fundamental understanding of the activities objectives and challenges of the companys business units.
• Exhibits behaviors which exemplify Applied Systems Core Values

Required Skills & Experience

Education: Bachelors degree or equivalent work experience in a related field.

Experience:

• Min 10yrs of total expereince with at least 8 years of customer service experience preferable in tech insurance or business consulting environment
• Proven experience (5 years) leading a customer support team in a technologybased company
• Understanding of ITIL principles and their application in managing support processes.
• Experience in handling 24/7 product support (Preferred US)
• Preferred with technical background to enable understanding of the products or services
• Successful track record of working and thriving in a dynamic fastpaced and changing environment that is results oriented and collaborative
• Proven ability to effectively communicate with leaders
• Knowledge of performance evaluation and customer service metrics
• Willingness to work flexible hours to accommodate global support needs.

Technical / Functional Skills:

• Successful completion of Applied Certified Training
• Working knowledge of Support processes and tools; e.g. Confluence Slack Knowledgebase
• Proficient in various software platforms like CRM ticketing systems and customer service tools.

Certifications and/or Licenses: ITIL certification Preferred

Competencies

• Adaptability Maintains a positive outlook; resists stress and works constructively under pressure; responds resourcefully to change and ambiguity
• Collaboration Effectively works and collaborates with others toward a common goal; considers the needs and concerns of all affected groups; builds and leverages relationships across functions and organizations to achieve business results; constructively deals with conflict
• Communication Writes and presents effectively; tailors message to the audience; possesses skills of diplomatic persuasion; skilled in interacting effectively with courtesy and tact; excellent executive presence
• Driving Execution Drives continuous improvement in all internal processes; tackles problems headon and works to resolve them without delay; intervenes to address barriers to achieving results and sources of lagging performance
• Innovative Introduces or uses new ideas and methods that result in improved performance better outcomes or higher productivity
• Time Management and Prioritization Maximizes productivity; focuses on highest priority tasks while maintaining progress on other assignments; et realistic and efficient deadlines and goals