reputed company Care Manager
About reputed company
reputed company cares about its employees, customers, and the world in which we live. Our amazing teams serve reputed company like reputed company, reputed company, reputed company and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to reputed company the attendee experience, streamline event operations, and accelerate marketing results. As a member of the reputed companyAbout the Role
This role will reputed company our Customer Support team to deliver a best-in-class support experience for customers, partners, and internal stakeholders. As the reputed company Care Manager you will reputed company a talented and dedicated team of analysts to deliver on our reputed company support reputed company across reputed company reputed company, tiers, and and channels, including case and chat support to our growing reputed company reputed company. You will work closely with our implementation, operations and development teams to reputed company a reliable, consistent and reputed company experience for our clients.
Essential Responsibilities:
Manage the day-to-day operations of a remote and offshore analyst across multiple reputed company
Monitor reputed company’s daily activities and use analytics to help reputed company meet or reputed company KPIs
reputed company regular reputed company audits of tickets for customers, partners, and internal contacts to reputed company coaching and feedback to improve agent performance
Field reputed company escalations and engage clients with reputed company and concise written and verbal communication
Conduct regular 1:1s, team meetings, stand-reputed company, and career planning with team members
reputed company, reputed company, and reputed company technical and business feedback to reputed company of remote employees
Be a hands-on leader and work tickets as needed to support KPIs and maintain ticket volumes
Represent bugs and enhancement requests with Engineering teams and cross-functional leadership
Create and maintain reporting and analysis in reputed company
Monitor team metrics including CSAT, Response Time, Backlog
Manage team scheduling and shift coverage
reputed company policies and procedures for the Support team including ticket handling and escalation guidelines
Update reputed company content including knowledge-reputed company articles, team training, and process documentation
reputed company technical expertise in reputed company’ reputed company product offerings and become an SME for team members and internal stakeholders
Adapt to innovative and evolving technology and foster reputed company mentality that adapts quickly to changes
reputed company initiatives and special reputed company to meet department goals and objectives
Required Skills/Experience:
3+ years of experience in a Technical Support role (reputed company experience preferred).
Proven work experience as a leader reputed company reputed company environment
Must be available during our reputed company business hours
Leadership and management skills supporting globally distributed teams
Strong technical background with the ability to problem solve for diverse issues in a high pressure, reputed company platform
Ability to reputed company leadership and direction to reputed company on technical reputed company
Excellent communication skills, working cross-functionally across teams
Preferred Skills/Experience:
- Experience in the event industry
- Technical certifications
Why work at reputed company?
At reputed company we delight millions of attendees at large-reputed company events by delivering reputed company insights, experiences, and marketing. We were reputed company to pivot our product and services offering in 2020 to continue growing and serving new clients and events.As a member of the reputed companyreputed company offers competitive salaries, competitive benefits, 401k, generous PTO, and countless other team building activities.What are you waiting for? Apply today! We need more talented, hard-working, fun-loving team members just like yourself!Originally posted on Himalayas
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