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Jobs

Service Support Manager

Teamware Solutions ( A Division Of Quantum Leap Co Nsulting .

2 - 4 years

|

3 - 6 Lacs

Noida

Posted:1 week ago| Platform:

Apply

Skills Required

Customer Support Customer Service Customer Escalation Customer Care Customer Management Customer Queries

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role: Service Support Manager

Location: Noida

Experience: 2-5 years

Responsibilities:

Customer Onboarding and Kickoff:
Collaborating with the TAM (Technical Account Manager) to ensure a seamless start for new customers, setting the foundation for successful ongoing support.
Issue Review and Management:
Monitoring customer issues daily, ensuring prompt, high-quality updates on status and business impact, and working closely with the Support Engineers and Management team to resolve problems efficiently.
Regular Case Review and Prioritization:
Leading regular reviews of customer cases, ensuring alignment on priority, progress visibility, and next steps. This ensures the team stays on track and issues are managed according to the customer's needs.
Ownership of Critical Issues:
Taking charge of high-priority issues, offering personalized updates, and ensuring resolution, providing a high-touch experience to manage critical incidents.
Service Review Contribution:
Participating in service performance reviews, identifying areas of success and potential improvements, and ensuring the technical support service continues to meet customer needs.
Service Improvement Plan (SIP):
Defining and managing a Service Improvement Plan (SIP), tracking progress against agreed-upon actions, and collaborating with Support Delivery Managers to address any identified issues.
Root Cause Analysis (RCA) Post-Incident:
After a significant event, conducting a thorough RCA, providing customers with a formal Customer Facing Statement, and ensuring transparency about outcomes.
Support Health Reporting:
Providing insights and data regarding the customers support health, helping the Ultimate delivery team understand and communicate the overall technical health of the customer.

Interested candidates can drop their cv to "srilekha.g@twsol.com"

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Teamware Solutions ( A Division Of Quantum Leap Co Nsulting .

Teamware Solutions ( A Division Of Quantum Leap Co Nsulting .

IT Services and IT Consulting

Chennai Tamilnadu

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