Profile Requirements

• Exposure in leading a team and grow it further.
• Take ownership of customer issues reported and ensuring that they are resolved.
• Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.
• Ensure higher level of customer satisfaction index among customers for the support requirements.
• Good interpersonal skills, an ability to collaborate with internal stakeholders and end customers.
• Good at logical and analytical skills.
• Prior experience working with SaaS software & HR software would be a plus.

Role and Responsibility

• Effectively managing, developing, and training the support desk team.
• Diagnosing, troubleshooting problems and identifying solutions to resolve customer issues.
• Ensuring that all processes used by the support desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from support service and operation performance reviews.

Education

• Bachelor's degree or equivalent