Manager – Tier 1 Technical Support

7+ years experience managing a customer support omni-channel team.
Experience using Salesforce Service Cloud and JIRA.
Experience in establishing robust self help channels for customers to self serve.
Excellent business intelligence and analytics skills
Experience developing and implementing processes, SLA and metrics in a call center environment.
Extensive knowledge of computers systems and software, as well as a solid understanding of technology applications.
Excellent customer service and high level problem-solving and interpersonal skills.
Ability to communicate and transfer knowledge clearly and effectively in a non-technical manner.
Comfortable managing multiple projects and meeting deadlines in a fast-paced, team oriented environment.
Effective problem solving skills.

Lead a global team of front line Support specialists.
Create processes, infrastructure, SLAs and instrumentation to lead a world-class omni-channel support team.
Serve as an advocate for your team internally working with product, sales and customer success.
Ensure that every client is receiving superior service within SLA.
Provide hands-on support and assistance for client issues
Implement and coordinate customer service support programs.
Implement strategic action plans designed to provide continuous improvement to the customer experience.
Provide coaching and professional development to team members to enhance their knowledge and problem solving abilities.
Open to work in 24*7 operations hour
Additional duties as assigned.

No preferred qualifications provided.