Technical Support Supervisor

HR Central
  • Pune
  • 15-20 lakh
  • 5-10 years
  • Views
  • 23 Mar 2017

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description

-Measures, evaluates and improves call center processes
-Manages and improves the knowledge base to increase productivity
-Evaluates call activities and identifies, communicates, and escalates opportunities for improvement
-Participates in the implementation of product and process changes (may include site visits)
-Implements processes and plans for new products to ensure product technical support readiness
-Identifies issues related to, product reliability, successful installations, and customer satisfaction
-Ensures delivery of Sales Quotes in support of International Product Marketing
-Proposes innovative solutions
-Exhibits in depth product knowledge
-Exhibits a high level of technical expertise
-Maintains and enhances a positive and supportive work environment
-Abides by Federal, State/Provincial and local laws and regulations as well as company policies and programs

Provides unplanned support to other groups as required
-Prioritizes requests, and manages resources, to insure all activities are accomplished within negotiated time frames

Interacts with external groups and/or functions
-Collaborates with all levels and departments (including end user customers)
Plans and schedules projects and manpower
-Delegates effectively to maximize impact

Identifies and resolves problems
-Resolves problems that are diversified and complex and frequently involves issues that have not been encountered before
-Exhibits political savvy

Coaches, mentors and reviews performance for direct reports
-Reviews performance of direct reports, and establishes annual goals
-Identifies areas of improvement and implements necessary training and development programs
-Establishes career development plans with direct reports, and fosters mentoring of junior staff

Excellent communication skills required
Familiar with call management systems
Familiar with knowledge base systems

Competencies/Skill sets for this job

Savvy Reliability Customer Satisfaction Mentoring Regulations

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HR Central