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Support Capability Building

3 years

0 Lacs

Gujarat India

Posted:1 day ago| Platform: Linkedin logo

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Skills Required

support service analysis training development strategies optimization design management crm automation coaching monitoring analytics collaboration itil lean communication

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary

The Support Capability Specialist is responsible for enhancing the performance, tools, processes, and overall capability of the support team. This role focuses on ensuring the support function operates efficiently, meets service level agreements, and continuously improves through analysis, training, and systems optimization.

Key Responsibilities

  • Capability Development: Identify gaps in support operations and develop strategies to enhance team capability and efficiency.
  • Process Optimization: Design, document, and implement streamlined support workflows, processes, and knowledge management systems.
  • Tool Implementation: Evaluate and implement support tools (e.g., ticketing systems, CRM, automation platforms) to improve service delivery.
  • Training & Coaching: Develop training programs and materials; provide regular coaching to ensure support staff are equipped with necessary skills and knowledge.
  • Performance Monitoring: Use analytics and KPIs to monitor support team performance and recommend improvements.
  • Stakeholder Collaboration: Work closely with IT, product, and customer experience teams to ensure cross-functional alignment in support initiatives.
  • Continuous Improvement: Lead or participate in initiatives focused on improving support outcomes, customer satisfaction, and operational resilience.

Requirements:

  • Bachelor’s degree in Business, IT, or related field (or equivalent experience)
  • 3+ years in a support operations, service delivery, or capability development role
  • Strong understanding of support tools, platforms, and best practices
  • Experience in training, change management, and process improvement methodologies (e.g., ITIL, Lean, Six Sigma)
  • Excellent analytical, problem-solving, and communication skills

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