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Manager - Support & Deployment Services
2 semanas atrás
OrangeHRM Inc. Head Quarters is based in the US and develops the world’s most widely used open source human resource management software. At OrangeHRM, we adopt the latest practices in software engineering that enable us to rapidly meet the demands of our global user base.
Few of our clients
**Manager - Support Services**
Each day there is a new opportunity to solve a problem, automate a task, or kickoff a new project.You will manage a team that directly supports clients across our dynamic business and technical environments. You must be passionate about engaging your customers and ensuring their success with our software. You have impeccable relational skills and can create win/win environments for all parties that you work with. Success is about happy customers and renewals.
**Primary Duties and Responsibilities**
- Ensure customer service excellence by actively monitoring support tickets and ensuring all tickets are resolved in a timely and comprehensive manner.
- Provide day-to-day leadership and management of the team including resource management, hiring, retention, mentorship, and performance management
- Define industry-standard policies and procedures for the day-to-day operation of the team, refining and adjusting on an ongoing basis to maximize the efficiency of the team.
- Perform direct customer support to understand day-to-day activities and key customer concerns
- Champion the needs of the customer within OrangeHRM, ensuring their requirements are effectively represented and addressed
- Own customer escalated issues and drive them through to resolution
- Maintain direct contact and a good relationship with key clients
- Involve other departments in the organization as per relevance in solving client reported problems
- Create and Review dashboards in order to meet customer as well as internal reporting requirements
- Work on ad-hoc projects that may be assigned to you
**Qualifications & Experience**
- Bachelor's Degree or equivalent.
- At least 5 years demonstrated experience in engaging with customers to solve real world problems
- At least 3 years demonstrated experience in managing an IT service department or a team
- Impeccable written and verbal communication skills in English
- Experience with Zoho Desk is a distinct advantage
