Lead, manage, and further develop a best-in-class, customer-centric Technical Support team.
Create and drive best practice solutions and methodologies for Technical Support team to exceed customer expectations and to increase Technical Support team efficiency; create and manage related documentation.
Develop and track support metrics such as SLA, First Response Time, Time to Resolution, and Customer Satisfaction; deliver regular reports that provide qualitative and quantitative descriptions of our technical support performance.
Monitor our support ticket queue with an emphasis on meeting targeted metrics and managing escalations to resolution.
Manage workflows and schedules of direct reports and ensure adequate coverage in a 24x7 customer operating environment.
Develop Technical Support team’s capability to identify root causes and implement corrective actions to build long term customer loyalty.
Advocate for our customers internally and work closely with cross-functional teams to define ways to continually add value to the customer experience.
Work closely with our channel partners to ensure that partner Tier 1 support is being satisfactorily delivered to our customers and to collaboratively address escalated issues as appropriate.
Master US Payment product capabilities and serve as a subject matter expert for our clients and partners.
Personally handle escalated client calls and client tickets as appropriate.
5+ years of technical customer support experience supporting enterprise level, mission-critical SaaS applications with at least 3 years as a technical support lead with proven expertise and leadership experience in driving technical support standards and procedures as well as management of technical support teams.
Fanatical commitment to customer success and deep knowledge of customer service principles and practices.
Experience using Salesforce or similar platform for posting and processing support request tickets.
Demonstrated ability to collaborate effectively across Sales, Engineering, and Product teams, as well as with our channel partners.
Advanced analytical skills and a demonstrated motivation to solve tough technical problems.
Strong technical aptitude with a desire for continuous learning and improvement.
Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts.
Passionate about quality, performance, reliability, and scalability.
Strong process, organization, and project management skills.
A strong sense of urgency.
Bachelor’s degree or equivalent combination of education and experience.
Amenable to work in Makati City, Philippines, Day Shift
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases