Skills And Tools:
- Hire and train new customer support agents.
- Train customer service agents to respond to customer queries in a timely and accurate way, via Live Chat.
- Make sure that all customer support agents team have been given proficient training.
- Manage the budget of the customer support department to ensure goals are met.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Create effective customer service procedures, policies, and standards.
- Supervise day-to-day operations in the customer support department.
- Establishes and maintains relationships with software development technical manager to get troubleshooting for customer problems.
- Providing help and answers to the customers' technical issues through
- Identification of the problem itself
- Research on answers
- Update Technical team with information about technical issues and useful discussions with customers.
- Ensure that department is in compliance with other departments to reach organizational goal and to ensure smooth workflow.
- Concession of the customers' troubles by recommendation of procedures.
- Evaluation of the systems' problems to recommend enhancements
- Gather customer feedback and share with our Technical and Business teams
- Achieve the standards of quality and SLA
- Bachelor Degree of Computer Science, Engineering or relevant field.
- 5 years of Experience in same position.
- Previously worked in Software companies as Mobile App. Customer Support Manager (must).
- Excellent problem-solving skills and focus on quality.
- Analytical skills.
- Delegation skills
- Customer Service Account Manag...Confidential Company - Los Angeles, United States5 days ago