Customer Support Manager
6 days ago
**Job Summary**
We are seeking a skilled Customer Support Manager to join our team at Fruition IT Resources Limited. As a key member of our technical support team, you will be responsible for leading a team of technical support specialists and championing the customer experience on our bespoke software platform.
Key Responsibilities:
- Own and champion the customer experience/support domain, ensuring a high-quality service delivery.
- Lead and manage a team of technical support engineers, providing guidance and support to ensure timely response and resolution of customer support tickets.
- Drive the implementation and evolution of customer tools, enabling self-service options for customers and improving efficiency.
- Understand customer challenges, identify trends in support issues, and proactively offer solutions to prevent recurring problems.
- Oversee service desk operations, ensuring timely response and resolution of customer support tickets.
- Foster a culture of continuous improvement and customer-centricity within the technical support team.
Key Requirements:
- Proven success in leading technical support teams as an experienced customer support manager.
- Excellent leadership and communication skills, with the ability to deliver exceptional customer service.
- Proficiency in ITIL processes and best practices, with hands-on experience in service desk management preferred.
- Proven experience in customer-facing roles, with a strong ability to deliver exceptional customer service.
- Strong problem-solving skills with an initiative for improvement.
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