Assistant/ Deputy Manager - Technical Helpdesk

About Atria Convergence Technologies Ltd:

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Rajasthan, Uttar Pradesh and Gujarat. We are one of the countrys most renowned cable and broadband company, bringing state-of the art services to more than 3 million happy homes (Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The Home technology can carry vast amount of information at speeds up to 1 Gbps. We are one of the leading ISPs in the wired broadband category, and the largest non-telco ISP in the country.

Role:

Purpose of the role:

• Enhance technical support efficiency and customer experience.
• Drive resolution rates, productivity, and quality improvements.
• Optimize team performance and engagement.

Role & Responsibilities

• Drive net additions through effective technical support.
• Improve resolution rates at the Technical Helpdesk.
• Increase new activations via customer referrals in CC.
• Optimize productivity across teams.
• Manage team attrition and ensure workforce stability.
• Maintain high answered levels for SME, Digital, and THD.
• Enhance CSAT across SME, THD, and Digital channels.
• Improve quality scores for service interactions.
• Ensure effective closure of GART cases at THD.
• Drive productivity, CSAT, and quality in the B2 Bucket.

Must have:

• Strong technical troubleshooting and problem-solving skills.
• Experience in managing helpdesk operations and performance metrics.
• Ability to lead and motivate technical support teams.
• Data-driven decision-making skills.
• Customer-first mindset with a focus on service excellence.