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2 Accrete Infosolution Technologies Jobs
Customer Support Manager
Accrete Infosolution Technologies
posted 28d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Accrete believes in being a company that provides benefits and happiness to all of its employees. We foster an environment that appreciates each employees effort and ensures that their worth is appropriately acknowledged through the best incentives, facilities, and career opportunities.
Innovation through continuous leaning and implementation is the key to our success. The pleasure factor of our staff is reflected in their effectiveness, and hence in Accretes ever-growing success. If you, too, want to join the Accrete family and earn competitive remunerations, intensive training, and a sense of importance, please fill out the form below and we will contact you as soon as possible.
Customer Support Manager ( Full Time ) Office No-1, IT Tower-1, Ground Floor, Infocity, Gandhinagar, Gujarat 382007 We are seeking a dynamic and experienced Customer Support Manager to lead and oversee our customer support operations. This role requires a proactive leader who is passionate about delivering exceptional customer service and continuously improving processes. The ideal candidate will have experience in managing customer support teams within the IT industry, with a deep understanding of customer needs and technical support challenges.
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As a Customer Support manager, youll need to: - Lead, motivate, and manage a team of customer support professionals, ensuring high performance and customer satisfaction.
- Conduct regular team meetings, performance reviews, and provide ongoing feedback and coaching.
- Create a positive and productive work environment, fostering teamwork, accountability, and growth.
- Develop and implement customer service policies, procedures, and best practices to improve customer satisfaction and service efficiency.
- Handle escalated customer inquiries, complex technical issues, and resolve complaints in a timely manner.
- Analyze customer feedback, track performance metrics, and identify opportunities for improvement.
- Work closely with Sales, Product Development, and Technical teams to ensure customer feedback is communicated and customer issues are resolved promptly.
- Coordinate with IT and product teams to provide solutions for recurring technical issues and improve product offerings.
- Identify areas for process improvements and implement automation tools to enhance the customer experience.
- Regularly review support systems and tools, making recommendations for updates and improvements.
- Monitor key performance indicators (KPIs) related to customer satisfaction, response time, resolution time, and service quality.
- Prepare and present regular reports on team performance, customer issues, and operational efficiency to senior management.
- Oversee the recruitment, onboarding, and training of new support staff.
- Provide continuous learning and development opportunities to the team to enhance technical knowledge and customer service skills.
- 3 to 7 years of experience in a customer support management role, ideally in the IT or technology industry.
- Proven experience in leading and managing customer support teams with a track record of meeting service targets.
- Strong leadership and team management abilities.
- Excellent communication skills (verbal and written).
- Solid understanding of customer support tools, CRM software, and helpdesk platforms (e.g., Zendesk, Freshdesk, Salesforce).
- Knowledge of IT products and services, with a good understanding of troubleshooting common technical issues.
- Ability to analyze data, create reports, and make data-driven decisions.
- Bachelor s degree in Computer Science, Information Technology, Business Administration, or a related field.
- Previous experience in IT support or service management.
- Certifications in ITIL or other customer service frameworks.
- Experience with managing remote or distributed support teams.
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Employment Type: Full Time, Permanent
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based on 4 employees
Flexible timing
Alternate Saturday off
Accrete Infosolution Technologies Benefits
Team Outings 
Work From Home 
Education Assistance 
Soft Skill Training 
Health Insurance 
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