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Greenway Health India
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Manager, Client Support

Manager, Client Support

Greenway Health India

2 - 7 years

4 - 9 Lacs

kolkata mumbai new delhi hyderabad pune chennai bengaluru

Posted:None| Platform:

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Skills Required

product management analytical skills change management call monitoring client support customer service management performance improvement product support supervision

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Description Job Summary

Responsible for the day-to-day management of the team personnel and ensuring efforts align with the mission of the Support organization.

Essential Duties & Responsibilities

Provides knowledgeable technical and functional assistance to external and internal customers in a prompt and courteous manner

Demonstrates advanced understanding of internal systems and is proficient in their use, including case management software

Demonstrates advanced understanding of operations metrics and purpose.

Demonstrates advanced understanding of company mission and Greenway Health products.

Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases.

Completes/Delivers all required training and demonstrates skills in areas to include Product, Systems and Customer Service

(including professional interactions).

Negotiates unresolved customer cases to other teams or teammates (L2, L3 other internal (NOC)).

Provides Input for Level 3 item prioritization.

Utilizes Knowledge Base in researching issues.

Develop contributors to our knowledge base article database.

Assists and acts as a mentor to all Technicians and Team Leads.

Creates, maintains, and participates in issues resolution internal chats based on assigned subject groupings.

Participates in Pilot and Beta.

Directs escalations from L1/L2.

Interacts with Product Management and Development for escalation and product counsel, future product versions, and

change management.

Conducts special projects and acts as a consultant for other groups.

Manages case metrics and call flow

Performs Call Detail Reviews s and Monitors personal queues. May include active call monitoring.

Follows up and handles escalation from customer surveys.

Leads 1:1s with Technicians and Team Leads for personal development of the team and career pathing.

Leads daily rollcall, evaluations, and reviews.

Manages Performance Improvement Plans and disciplinary actions.

Conducts interviews with potential employees.

Approves PTO, timesheets, and performance reviews.

Recommends Concession or Credit approach for financial consideration

All other duties as assigned.

Skills & Requirements Minimum Qualifications

2+ years in a product support environment lead level position.

Operating knowledge of client base, including customer requirements, trends and future directions

Excellent English proficiency in verbal and written communications

Skills/Knowledge

Excellent written and oral communication skills, problem solving skills and analytical skills

Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.

Must possess strong leadership and organizational skills, be motivated and thrive in a fast paced environment, and have the ability to work non-standard hours

Qualifications

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Manager, Client Support