Support Manager

Support Manager

About Job

Job Category: Customer Support
No. of Vacancy: 1
Employment Type: Full Time
Job Location: Sanepa, Lalitpur
Offered Salary: Negotiable
Level: Senior

Qualification & Experience

Education Level

• Bachelor’s/Master’s Degree

Experience Required

• 5-7 years of experience in related field

Job Description

• Work towards the overall improvement of the Customer Support Department to ensure prompt and efficient Support services to InfoDevelopers’ customers.
• Formulate and revise customer support policies and promote their implementation.
• Implement customer support processes to enhance customer satisfaction.
• Ensure the customer complaints are resolved within the stipulated time. Liaising with internal departments to ensure client needs are fulfilled effectively.
• Provide constructive responses and support the team regarding the resolution of challenging/critical customer service issues.
• Remain knowledgeable of current technology and carry out research to identify new trends that can be used to achieve maximum results.
• Work with the Top Management on a strategic level in identifying current market trends and aligning the trends with the company policies and procedures to establish customer support goals.
• Understand Core Banking System (CBS) to get better guidance on the system and receive training to create efficiency in the processes and practices.
• Train yourself and work with the cross-functional teams to acquire more knowledge on technical and functional aspects that the job demands.
• Coordinate with Development teams and other stakeholders as required to understand the system, and provide feedback on customers’ experiences and problems to bring solutions.
• Intact communication with the tech lead regarding the changes in the product, organizing training sessions for the team for updates.
• Regular visits and communication with the CEOs and concerns of the client to build relationships and rapport as well as for regular feedback to enhance customer service.
• Maintain high level of professionalism and competence in every client interaction.
• Ensure all customer complaints are tracked and review departmental work processes and staff performance thoroughly for possible improvements.
• Ensure the availability of a competent and trained workforce to provide Phone Support, Field Support, and Software Migration and Implementation services among others.
• Intact communication with the Sales team and support in demos if required. Also, to understand the client experience and feedback.
• Responsible for planning training for clients if there are further changes in the product/system and mobilize the team accordingly.
• Constantly looking for ways to increase the productivity of the team, always working towards productivity by eliminating unproductive working hours and human resources.
• Plan and prepare resources for onboarding and regular training. Implement a monthly evaluation program and reward system to recognize the best performers in the team.
• Reporting all the weekly tasks in form of accurate and detailed reports to the reporting manager. Escalate exceptional situations with explanations and solutions.
• Motivate team towards technical and other various documentation and ensure that the industry standard documentation is maintained and available at any point in time.
• Take necessary measures to avoid centralization of knowledge. There should not be any dependency on the project on anybody.
• Other duties and responsibilities as assigned by the Supervisor.

Required Skills

• Very good knowledge of Banking and Finance
• Proficient in Microsoft Office applications
• Working knowledge of Internet and E-mail applications
• Knowledge of Internet, Network, Hardware and Software
• Professionalism with excellent time management skills.
• Ability to prioritize workload.
• Attention to details and Quick learning ability
• Ability to work independently.
• Persuasive in both communication, presentation, leadership, and facilitation skills.
• Ability to deliver on tight schedules with minimal supervision.
• Ability to manage and influence virtual teams.
• Strong Interpersonal and problem solving skills
• Ability to motivate the team members for increased productivity
• Emotional Intelligence
• Skill of effective delegation of tasks

Other Specifications

• Ensure monitoring and supervision of the staffs for team growth in the long-run.
• Ensure proper performance review, evaluation and feedback as per the work initiated or target achieved on quarterly, semi-quarterly or annually.
• Follow of proper succession plan for team development and career progression of the department.
• Plan various learning and development activities to enhance knowledge and skills of team members as well as provide guidance, training, mentorship and/or instruction.
• Motivate teams for boosting their self-esteem to enhance their skills and abilities.
• Develop team meetings, interaction sessions and planning for overall efficiency of the department.
• Create a suitable working environment.

Career Benefits

• Competitive Salaries
• Employee Provident Fund
• Communication Allowance
• Accidental & Medical Insurance
• Leave Encashment
• Festival Allowance
• Laptop Allowance
• Paid Holidays: Annual Leave & Sick Leave
• 5 Working Days
• Referral Reward Program
• Career Development Trainings

Apply Before Deadline: Mar 30, 2024

InfoDevelopers may close the vacancy if any appropriate candidate is selected before the deadline. Apply early if you don’t want to miss the opportunity.

InfoDevelopers is an equal opportunity employer and we strictly follow fair employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, identity, national origin, and disability.

Tagged as: Business Support Manager, Lalitpur