Technical Support Manager - SQL | iEnergizer | HR Akanksha

Job Title: Manager, Technical Support

Position: 1

our focus is on our clients, ensuring we deliver exceptional experiences. By joining our 24/7 remote team, you'll engage in daily client interactions. Our Client Service Representatives (CSRs) are dedicated to assisting clients with patience, empathy, and strong communication skills. They appreciate meaningful conversations, excel in communication, and aim to understand and represent clients' needs. They are adept at problem-solving, confident in their troubleshooting abilities, and motivated to uncover solutions when information is minimal. As a key member of the Client Services leadership team, the Client Service Manager will help devise and implement strategies for enhancing client satisfaction, process improvements, and cultural initiatives. This role will lead one of the diverse, remote 24/7 teams managing daily client interactions
The ideal Manager will focus on excellent client service and achieving client satisfaction. They need strong de-escalation skills to handle upset clients, resolve issues independently, and communicate effectively via phone, email, and meetings. Responsibilities include coaching the team, documenting client interactions for training, and generating reports to evaluate KPI performance and find improvement areas.

Must To Have:

• 𝐓𝐡𝐞 𝐢𝐝𝐞𝐚𝐥 𝐜𝐚𝐧𝐝𝐢𝐝𝐚𝐭𝐞 𝐰𝐢𝐥𝐥 𝐡𝐚𝐯𝐞 𝐚 𝐬𝐭𝐫𝐨𝐧𝐠 𝐛𝐚𝐜𝐤𝐠𝐫𝐨𝐮𝐧𝐝 𝐢𝐧 𝐭𝐞𝐜𝐡 𝐬𝐮𝐩𝐩𝐨𝐫𝐭, 𝐞𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐭 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 𝐬𝐤𝐢𝐥𝐥𝐬, 𝐚𝐧𝐝 𝐡𝐚𝐧𝐝𝐬-𝐨𝐧 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐰𝐢𝐭𝐡 𝐒𝐐𝐋 𝐪𝐮𝐞𝐫𝐢𝐞𝐬 at least 2 years.
• 10+ years related experience

Compensation:

• Salary up to 18 LPA
• PF, medical insurance, gratuity and other perks.
• 5 days working in 24/7 working environment | No cab facility/allowance

Responsibilities:

• Proven ability to stay up to date with client service trends and implement industry best practices.
• Capability to remain patient and calm in stressful situations
• Demonstrated success under pressure, and in receiving criticism.
• Outstanding verbal and written communication skills alongside administrative proficiency.
• Remarkable attention to detail.
• Strong abilities in report-writing and delivering presentations, with intermediate level proficiency in Microsoft Office or similar tools.
• Self-driven, capable of taking initiative, innovating problem solutions, and motivating the team.
• Creative approaches to improving client experiences.
• Proficiency in professionally resolving complex client issues.
• Leads and directly manages a 24/7 remote team of Client Service analysts specific to multiple ACI products.
• Responsible for Client Services experience for multiple ACI products, across all geographies as measured by SLA, Backlog, Aging, and Satisfaction.

Requirements:

• Bachelors Degree or equivalent experience working in a Client Service-focused role
• 10+ years related experience
• At least 2 years supervisory experience
• Proficient in Microsoft Office tools and JIRA

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Regards,

Akanksha Sharma

Human Resource - Assistant Manager

Phone: +91 95608 83080

Address: A-37, Sector 60, Noida 201 301, UP, India

Email: akansha.sharma3@ienergizer.com

Web: www.iEnergizer.com