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Application/Technical Support Manager

General Information

Ref #:

20230031141

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Noida - India - India

Description & Qualifications

Description

Job Description
We are looking for a Service Manager to lead a newly formed technical team that is very efficient in problem solving. To promote quality customer service, the Service Manager will actively monitor the ticket queue, implement or improve customer support policies and evaluate the team's progress over time. This Service Manager will often lead their team by example, demonstrating the most effective customer engagement techniques and providing feedback on an employee's job performance.

Responsibilities
• Managing the customer support department’s day-to-day functions.
• Responding to escalated customer support issues.
• Implementing customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation.
• Informing the team of all new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Interviewing and hiring new employees.
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and following the disciplinary process according to company policy.
• Completing performance evaluations
• Updating their team on new procedures
• Analyzing customer support data
• Maintaining detailed records of user interactions
• Coordinating with other department managers


Job Duties
• Organize training sessions. Using skills like analysis and organization, identify key areas where your team can improve their work performances and develop training sessions related to these areas.
• Delegate tasks. Motivate your team to improve their work performances by delegating some of your daily or weekly tasks to capable staff members.
• Create new strategies. Analysis, creativity and problem-solving skills can help you create new strategies or processes for handling customer interactions and increasing client satisfaction.
• Establish measurable goals. Measurable work goals, such as customer satisfaction scores, can motivate your team, and analyzing their results can help you identify more areas for improvement.

Qualifications

Qualifications
Knowledge, Skills, and Abilities
3 to 5 years successfully managing a Customer Service Team
Experience in Software Technical Support Management
Ability to communicate with field resources to determine business and technical requirements
Translate these requirements into actionable work flow
BS degree in Computer Science or related field
in-depth knowledge of customer service principles and practices
in-depth knowledge of customer service software, databases and CRM tools
Current with relevant technology trends and applications
proficiency in MS Office applications
experience in use of social media platforms
product knowledge

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO Know Your Rights poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.

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