Job Description

We are a Cloud Services Provider based in US and are looking to hire a Customer Support Manager who will lead our support team in providing excellent support for our cloud services  and a great experience to our customers.

Customer Support Manager defines service levels, service agreements and manages the help desk operation. Establishes processes to identify, track, escalate, resolve and report customer problems. Defines standards and measures for quality and customer satisfaction requirements. Implement process improvements and track analytics. Analyzes the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction. Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer systems.

Essential Duties and Responsibilities:

Manages a team of support personnel who troubleshoot and resolve IT issues for customers, while providing exceptional customer service. Responsibilities include the following. Other duties may be assigned.

 Interview, hire, and train employees through planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Get on calls with customer to understand their issues and fix them to  provide an exceptional customer experience

Assists with problem and change management procedures as well as customer documentation.

Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.

Utilizes global and industry best practices and frameworks such as ITIL, COBIT, and others Must be able to work within IT departmental structure to develop internal support policies and procedures, coordinate change and problem, asset management policies.

Must be able to work within IT departmental structure to develop internal support policies and procedures, coordinate change and problem management policies.

Develops, implements, and makes available or publishes support metrics to include Key Performance Indicators, Critical Success Factors, and other metrics that are relevant to the business environment.

Suggests changes to existing products or services based on customer feedback to provide improved service and support.

Interview, hire, and train employees through planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Provides daily, weekly and monthly reports and analyze them to identify trends and possible solutions

Be a point of contact for all customer escalations

Requirements: Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience:

Requires a minimum of bachelor's degree from accredited University. Certification such as ITIL Foundations or HDI Service Desk Manager highly desirable.

Minimum of 5 years of experience within IT helpdesk or Customer Support

At least 2 years’ experience leading helpdesk processes or managing IT service delivery personnel in an enterprise environment.

Strong understanding of up-to-date enterprise IT concepts, practices, and procedures, including ITIL, ITSM, Cloud computing, Virtualization, VDI,  Backups, Networking, monitoring,

Hands on experience in IT operations role  for server hosting or Managed Service Provider is highly desirable

 In-depth knowledge and hands on experience of ticketing system to help drive new process improvements

Excellent Technical skills

Relies on extensive experience and judgment to plan and accomplish goals.

Must be able to effectively communicate with senior management and executives.

Must be able to work in stressful situations and be able to communicate

Excellent presentation, communication, and interpersonal skills

Detail Oriented with strong analytical skills

Job Timings: 8pm - 5 am (Permanent Night Shift)