Assistant Manager, Enterprise Client Support Operations

Location

Pune | India

Job description

Passionate people. Loyal clients. Leading solutions.

With a rich culture of creative collaboration and professional growth, IDeaS’ team members build successful careers with us.

IDeaS is proud to be a global powerhouse of innovation and excellence; challenge and reward. No matter where we’re working, our teams come together to create leading revenue management solutions that accelerate our clients’ growth through revenue optimization.

Now we just need you!

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...

The major areas required of the incumbent to successfully perform in this position  

• • Lead the Enterprise Support Operations working in the Europe 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

What you’ll bring to us… 

Requirements: (Knowledge, Skills, Abilities, Competencies, Education & Experience) 

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 Europe business hours
• Preferable work in 2 PM IST to 11 PM 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

Other: 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.

  Equivalent combination of education, training, and relevant experience may be considered  

  "This job description is intended to present the general content and requirements for the performance of this job. The description is not to be construed as an exhaustive statement of duties, responsibilities or requirements." Other:

Other:

We Support Who You Are….

As a global company, we strive to create an inclusive environment where diverse perspectives spark innovation and meet the challenges of an evolving world. Whether you’re launching a new career or expanding your current one, IDeaS is a company where you can balance great work with all other aspects of your life.

At IDeaS, we also aspire to live our values each day by being Accountable, Curious, Passionate and Authentic. And we continue our quest to build a more inclusive environment that attracts, represents and provides a place for diverse ideas, unique perspectives, and authentic voices. 

Additional Information:
To qualify, applicants must be legally authorized to work in [ India ], and should not require, now or in the future, sponsorship for employment visa status.

SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights . Also view the Pay Transparency notice.

Equivalent combination of education, training, and relevant experience may be considered in place of the education requirement stated above.

Resumes may be considered in the order they are received.

IDeaS/SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, IDeaS/SAS may obtain nationality or citizenship information from applicants for employment. IDeaS/SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

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