Deputy Manager / Manager - Customer Support

Location

Noida, Mumbai, Bangalore

Level

Middle

Experience

4-7 years

Reporting To

Technical Team Lead

Education

B.Tech/BE

Job Description

Technical resource provides unrivaled product knowledge and proven skills to help customer streamline deployment and improve operations of ACL’ solution/products.

Looking for:  

Professional with 4-7 years of relevant experience in technical implementations and ongoing technical relationships with large enterprise clients.

The incumbent should possess:

Good experience in troubleshooting skills and providing a technical solution. Good experience in client management & ability to get the work done from different teams. High degree of initiative, dependability and the ability to work with little supervision. Excellent communication skills to effectively communicate and deal with both internal and external customers.

Skill Set :

  1. Eagerness and ability to understand client needs and modify customer handling process in order to improve CSAT for government clients.
  2. Provide regular updates to the all stake holders. A key measurement will be customer renewals, churn, and account growth.
  3. L2 Support: Single point of technical contact who can address ad-hoc technical queries, streamline overall operations, and suggest best practices and coordination of issue management and problem resolution.
  4. Work closely with engineering and sales team to understand and close issues/cases/requirements
  5. RCA Management
  6. Excellent communication skills
  7. Strong troubleshooting skills