Assistant Manager - Enterprise Client Support Operations

Location

Pune | India

Job description

• As a Asst. Manager Enterprise Client Support Operations on the Service Delivery, you will t o demonstrate operational management skills along with business rationale in executing activities by the Enterprise Client Support Operations Team with a focus on efficiency and innovation.
• To work directly with clients to resolve issues being handled by the team. The incumbent must be self-motivated, able to multitask to manage support operations.
• To identify and coordinate documentation, new tool requirement, existing System improvement and process development with the Technical Leaders and/or other teams.
• This Enterprise support operation is specifically designed to support enterprise clients during USA business hours.

What you'll be doing

• Lead the Enterprise Support Operations working in the USA time zone (at least 80%) to support the clients during their business hours
• Recruit, train and set up this team to handle real- time chat and support tickets
• Effectively communicate with clients on business, decision and technical issues via client portal support cases, real-time chat function or verbal communication directly with Client and Client s Franchised Properties as and when required
• Assumes strong accountability to global Enterprise Support Operations lead by Director Enterprise Team
• Identify and co-ordinate documentation, new tool requirement, existing tool improvement and process development with the Technical Leaders and/or other team
• Mentoring and coaching of the team members along with good conflict management skills

Minimum requirements in terms of educational background, work experience, skills, and abilities

• Degree or Diploma in Computer Science or equivalent qualification
• At least 10+ years of experience in managing technical/analytical support operation using live chat as well as support ticking system specially in the USA business hours
• Preferable work in 5 pm IST to 2 am IST shift
• Minimum 2+ years of experience in Direct Client facing role experience
• Hands on experience to create and maintain internal as well as external knowledgebase articles
• Hands on experience in developing the Self Service offering for clients using automated chat bots or any other automation technology
• Excellent English verbal and written communication skills with the ability to communicate effectively with persons of various cultures and business levels
• Excellent interpersonal and organizational skills along with being a good team player.

Preferences:

• Knowledge or experience of working in for hospitality or the hospitality technology sector
• Hands on experience and/or certifications in using the Salesforce Service Cloud Platform
• Technical certifications in Database, Programming or specially automation technologies

Others:

• Work is typically performed in an office environment, using simple, easy muscular movements, involving only the handling of light materials, tools, or equipment in easy work positions, and with no special speed requirements or long stretches of exertion.
• Vision requirements for this job include close vision and the ability to adjust focus.

Job tags

Salary