Capabilities of Azure API’s Select Use Cases
May 4, 2021Azure IT Project Manager
June 29, 2021
Senior Customer Support Leader
Mumbai, Pune
ELIGIBILITY CRITERIA
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.
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