01 Sep
|
CareerXperts Consulting
|
Gurugram
01 Sep
CareerXperts Consulting
Gurugram
As a Cloud Support Leader for Integration Cloud, you will be responsible for overseeing the support operations for our cloud integration platform. Your primary focus will be to lead a team of support specialists in providing exceptional technical support and customer service to clients, ensuring high levels of customer satisfaction and retention. You will collaborate closely with cross-functional teams to identify and resolve customer issues, drive process improvements, and contribute to the overall success of the organization.
Key Responsibilities:
1. Team Leadership: Lead and mentor a team of EDI/B2B support specialists,
providing guidance, coaching, and performance feedback to ensure team
effectiveness and individual growth.
2. Customer Support Management: Oversee the day-to-day operations of the
support team, including ticket management, escalation handling, and
resolution tracking, to meet service level agreements (SLAs) and customer
expectations.
3. Customer Relationship Management: Build solid relationships with key
customers, understanding their business needs, challenges,
and objectives to
deliver personalized support and drive customer success.
4. Technical Expertise: Maintain a deep understanding of our cloud platform
and its functionality, serving as a subject matter expert to assist with complex
technical issues and troubleshooting.
5. Issue Resolution: Collaborate with cross-functional teams to identify and
resolve customer issues promptly, ensuring minimal disruption to business
operations.
6. Process Improvement: Continuously assess and optimize support
processes, tools, and workflows to enhance efficiency, scalability, and
customer satisfaction. Implement best practices and standards for support
operations.
7. Performance Monitoring and Reporting: Track and analyze support metrics
and KPIs, such as response times, resolution rates, and customer feedback,
to measure performance, identify trends, and drive improvements.
8. Training and Development:
📌 Support Manager (Gurugram)
🏢 CareerXperts Consulting
📍 Gurugram