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Hotelkey
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Manager - Tech. Support

Manager - Tech. Support

Hotelkey

3 - 8 years

4 - 7 Lacs

nagpur

Posted:12 hours ago| Platform:

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Skills Required

hospitality health insurance sub staffing customer satisfaction incident management customer service troubleshooting monitoring technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

- Managing the Tech. Support Centers day-to-day functions along with responding to escalated customer issues.

- Implementing Tech. Support processes to enhance customer satisfaction.

- Monitoring teams Performance, Productivity and Qualitative / Quantitative metrics viz- SLA, AHT, NPS, Call quality, etc.

- Responsible for end to end customer contact processes and associated customer experience.

- Responsible for increase in C-SAT & Propose ways to Tech teams to bring automations in the process.

- Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvements.

- Should be able to solve Tech Support tickets within TAT.

- Interviewing and hiring new employees. Overseeing and evaluating the team s ongoing training efforts.

- Delivering performance evaluations and following the disciplinary process according to company policy.

- Assessing support statistics and preparing detailed reports on the findings.

- Manage project plans to ensure smooth roll out including communication and training.

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Manager - Tech. Support