Manager, Customer Support

Customer Support provides professional, efficient and effective technical support to Basware customers/partners in a manner that further enhances customer experience, satisfaction and loyalty. We work to resolve customer Cases and Incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.

1st Line Support India team is part of the global 1st Line Support team and global Customer Support unit. We are the first point of contact for customers and we resolve all standardized type of requests created by customers.

We are now looking for a Manager, Customer Support to manage a dynamic team of 17 highly motivated 1st Line Support Consultants.

In this role you will report and work closely with the head of global 1st Line Support.

Key Role Responsibilities

• You will help build and develop a high performing team working towards creating exceptional customer experiences.
• As a solid line manager, you will be responsible for activities related to the employee life cycle, including, recruitment, goal setting, performance and development discussions, retention and exit.
• You will actively support your team members' personal development and wellbeing by recognizing and celebrating success and managing undesirable behavior when it occurs.
• Your role will be to guide the daily work of the team members, plan and assign activities, monitor their progress, and take appropriate actions as well as reporting regularly on team’s performance.
• You will also be responsible in ensuring that everything we do is done with customer happiness in mind keeping the focus on high quality: best possible technical resolution provided to the customer and communication exceeding customer expectations.
• You will be part of driving and implementing initiatives for continuous improvement and developing own team members.

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Candidate Qualifications In order to thrive and succeed in this role, we expect you to have the following skills and experience:

• A minimum of 3 years of proven people management experience
• Ability to leverage AI tools to improve team productivity and customer experience
• Ability to motivate people in unlocking their talent
• Knowledge of customer support best practices
• Experience in a customer facing, service-oriented role within an ICT environment
• Strong planning, organizational and decision making skills
• Excellent communication and leadership skills
• Committed to meeting objectives, results driven
• Experience of working closely with operational matters
• Data analysis skills are a plus
• Good PC skills, especially MS Office
• Fluent written and spoken communication skills in English