Job Description

Minimum 2 years in a Support leadership role Minimum 4 years as a Support Executive Industry Type: IT Services & Consulting Location: Thoraipakkam, OMR Chennai Working Hours: 9.30 AM - 7.30 PM (1-hour break included) Commitment: Minimum 2 years and 3 months (training & probation included) Key Responsibilities 1. Daily Tasks Report to the office on or before 9:30 AM. Share the day s detailed plan with the CEO. Allocate tickets and tasks equitably among support associates based on daily demand. Ensure associates share their daily plans in the respective Zoho Cliq channel. Check the Zoho Helpdesk every hour and allocate tickets to relevant departments. Share a detailed End-of-Day (EOD) report. Ensure associates submit EOD updates in the respective Zoho Cliq channel. 2. Ticket & Task Review Review closed tickets and ensure timely resolution. Record error logs for associates who fail to follow SOPs. Ensure due dates are met for all assigned Helpdesk tickets and CRM tasks. Monitor ticket queues regularly to maintain SLA compliance. Track and close tickets on hold in a timely manner. 3. Zoho CRM Tasks Check pending CRM tasks and follow up with respective stakeholders for closure. Assign pending tasks with follow-up dates to team members. Conduct regular internal audits to ensure correct data entry in CRM. Track the sales order record creation and do regular audit Conduct monthly audit for Zoho cliq membership. 4. Tools & Software Maintenance Coordinate with service providers (Zoho, Google, etc) to fix bugs or request additional features to support business operations. 5. Learning Material Management Provide and revoke material access to trainees as needed. Update and add new learning materials in coordination with the training and content team. Maintain materials in Google Drive & LMS. Conduct regular audits to prevent data breaches. Taking regular backup of the material 6. Team Coordination Weekly Meetings Conduct weekly team meetings to review performance, discuss issues, and track task progress. Attend weekly review meetings with the CEO, document action items, and transition discussions to the team. Monthly Performance Review Conduct one-on-one review & mentorship meetings in the last week of each month to assess associate performance. Prepare monthly performance reports for CEO review. 7. Hiring Support & Knowledge Transition Coordinate with HR to hire the new team member by conducting technical interviews and 7 days evaluation. Train new team members and ensure smooth knowledge transfer. Provide daily review and feedback documentation until new members are fully trained. Ensure knowledge transfers are conducted as per organizational SOPs. 8. Process Improvement Automation & Efficiency Identify opportunities to improve CRM and LMS automation. Suggest process improvements to enhance team efficiency and task management. SOP Maintenance Update relevant SOPs promptly whenever a new process is created or an existing process is modified. 9. Trainee Coordination Onboarding process Ensure timely and proper course onboarding for the trainee Update the onboarding process, systems time to time to meet the organization standards and policies Ticket Negotiation Ensure win-win solutions while resolving trainee issues. Maintain customer satisfaction indexes as per management guidelines. Client Coordination Professionally document all client communications. Act as a liaison between clients and the operations team for seamless service delivery. Ensure all trainee interactions are recorded as CRM notes and emailed for reference. Follow-up As an individual and as a team, touch base with all active trainees at least once every 30 days. Collect feedback through formal feedback forms. Update critical feedback in CRM and coordinate with the L&D Coordinator for resolution. Communication Oversee the executives in sending mass emails regarding important communications to the trainees. Ensure that important announcements, information, disclaimers, and holiday notifications are effectively communicated to trainees through channels such as WhatsApp groups, Cliq, emails, etc Tools & Resources Used Ticketing System: Zoho Desk Communication Tools: Zoho Cliq, WhatsApp, Voice Calls Data Handling: Zoho CRM Team Handling: Zoho Projects Google Services LMS: Zoho Trainer Central Skills & Knowledge Requirements Technical & Management Skills Proven leadership in a support role. Strong organizational and time-management abilities. Proficiency in task delegation, team management, and coordination. Expertise in providing review feedback and mentorship. Excellent communication and interpersonal skills. Ability to prioritize tasks and manage multiple responsibilities. Proficiency in CRM, Helpdesk, Google Services, and Zoho Projects. Report preparation and analysis. Identifying automation opportunities. Understanding LMS workflows (Future Requirement). Traits & Motives High energy and persistence. Willingness to learn and adapt. Passion for fostering a positive workplace culture. Desire to contribute to employee growth and development. Commitment to organizational success. Drive to build strong professional relationships.