Support Manager

Job Specification:

• Bachelor’s/Master’s Degree
• 5-7 years of experience in related field
• 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

Job Responsibilities :

• 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.

How to apply for this post ?

To apply for this job please visit infodev.com.np.