15+ years of relevant experience in handling Global Customer Support majorly US clients and Customer Support / IT services Team. Experience of successfully managing L1, L2, L3 Technical support US clients on cloud platforms is a must and should be flexible to work in 06:00 PM to 03:00 AM IST.
Roles & Responsibilities
IT Customer Support Manager will be leading technical conversations.
Managing multiple customer accounts and projects simultaneously.
Managing demanding customers or situations and demonstrate resolutions.
Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals.
Increase customer lifetime value through success plans, customer satisfaction, and overall health scores.
Create and drive a proactive risk-mitigation program and other initiatives to prevent customer attrition.
Contribute to strategic direction, development, and management to drive quality and consistency.
Track, analyse, and report on customer success metrics across the organization.
Desired Skills & Experience
15-20 years of experience in Customer Support and IT Services.
Technical understanding and hands-on experience with Azure, Microsoft 365, Migrations.
Experience in preventive, proactive and reactive maintenance support procedures.
Must be comfortable working in US shifts.
Experience of successfully managing L1, L2, L3 Technical support US clients on cloud platforms is a must.
Experience with ticketing systems and issue triaging.
Excellent in client communication, customer service traits, conflict resolution.
Highly responsive, high on commitment.
Experience in managing a team of IT experts and architects.
Experience of establishing Standard Operating Procedures on IT Support for past organizations.
Certifications in process management, quality management, ITIL or Six-Sigma are a plus.
Support / Service Excellence Awards from US customers is a big plus.
Experience in managing software application support is a plus.
Analytical mindset and problem-solving skills.
Strong interpersonal relationship building and executive communications skills.