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IT Customer Support Manager

Sharp Brains - Global IT Support

拉合尔，巴基斯坦

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发布 Dec 07, 2023 299 查看

The IT Customer Support Manager in the IT-managed service provider industry is responsible for ensuring excellent customer service delivery to clients who have engaged with IT professionals through our services. This role involves managing a team of support specialists, collaborating with clients, and continuously improving support processes.

Key Responsibilities:

Team Leadership:

Lead and manage a team of customer support specialists.
Provide coaching, mentorship, and training to enhance the team's performance.

Client Engagement:

Build and maintain strong relationships with clients utilizing IT staff augmentation services.
Regularly communicate with clients to understand their needs, address concerns, and gather feedback.

Issue Resolution:

Oversee the resolution of client issues and concerns in a timely and effective manner.
Collaborate with internal teams to address challenges and ensure client satisfaction.

Service Level Agreements (SLAs):

Monitor and enforce SLAs related to customer support, ensuring that response times and issue resolution meet or exceed client expectations.

Process Improvement:

Continuously review and improve customer support processes to enhance efficiency and effectiveness.
Implement best practices and industry standards in IT support.

Performance Metrics:

Establish and track key performance indicators (KPIs) for the customer support team.
Analyse performance metrics to identify areas for improvement and implement corrective actions.

Escalation Management:

Develop and implement an escalation process for handling complex or escalated client issues.
Ensure appropriate communication and resolution during escalations.

Documentation:

Maintain comprehensive documentation of client interactions, issues, and resolutions.
Ensure that the knowledge base is regularly updated with solutions to common problems.

Collaboration:

Work closely with other departments, including recruitment, operations, and sales, to ensure a cohesive and client-centric approach.

Quality Assurance:

Implement quality assurance measures to uphold high standards of customer support.
Conduct regular audits and evaluations to identify areas for improvement.

Qualifications:

Bachelor's degree in a relevant field (IT, Business, Management) preferred.
Proven experience in customer support or client relations, preferably in the IT staff augmentation industry.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Analytical mindset with the ability to use data to drive decisions.
Familiarity with IT industry trends.