Posted Dec 07, 2023 307 views
The IT Customer Support Manager in the IT-managed service provider industry is responsible for ensuring excellent customer service delivery to clients who have engaged with IT professionals through our services. This role involves managing a team of support specialists, collaborating with clients, and continuously improving support processes.
Key Responsibilities:
Team Leadership:
- Lead and manage a team of customer support specialists.
- Provide coaching, mentorship, and training to enhance the team's performance.
Client Engagement:
- Build and maintain strong relationships with clients utilizing IT staff augmentation services.
- Regularly communicate with clients to understand their needs, address concerns, and gather feedback.
Issue Resolution:
- Oversee the resolution of client issues and concerns in a timely and effective manner.
- Collaborate with internal teams to address challenges and ensure client satisfaction.
Service Level Agreements (SLAs):
- Monitor and enforce SLAs related to customer support, ensuring that response times and issue resolution meet or exceed client expectations.
Process Improvement:
- Continuously review and improve customer support processes to enhance efficiency and effectiveness.
- Implement best practices and industry standards in IT support.
Performance Metrics:
- Establish and track key performance indicators (KPIs) for the customer support team.
- Analyse performance metrics to identify areas for improvement and implement corrective actions.
Escalation Management:
- Develop and implement an escalation process for handling complex or escalated client issues.
- Ensure appropriate communication and resolution during escalations.
Documentation:
- Maintain comprehensive documentation of client interactions, issues, and resolutions.
- Ensure that the knowledge base is regularly updated with solutions to common problems.
Collaboration:
- Work closely with other departments, including recruitment, operations, and sales, to ensure a cohesive and client-centric approach.
Quality Assurance:
- Implement quality assurance measures to uphold high standards of customer support.
- Conduct regular audits and evaluations to identify areas for improvement.
Qualifications:
- Bachelor's degree in a relevant field (IT, Business, Management) preferred.
- Proven experience in customer support or client relations, preferably in the IT staff augmentation industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to use data to drive decisions.
- Familiarity with IT industry trends.
Skills
Job Details
Sharp Brains - Global IT Support
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