Job Role:

• 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 promoting their implementation.
• Informing the team of all new information related to products
• 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.
• Managing Ticketing & Timesheet Portal
• Managing AMC Contracts and Billing & Payments 
• Preparing & Checking Monthly MIS Reporting
• Managing 3rd Party Vendors and Billing & Payments 

Candidate must have: 

• Candidate must have strong English Communication
•  3+ Years of Experience in handling ERP Support Manager Position
• Experience in Handling Ticket & Timesheet Management Software
• Must have experience in Customer Interaction, AMC Negotiation & Billing
• Good Team Player and Excellent Inter-Personal Communication Skills 
• Good in Excel, Word & PowerPoint Presentation
• Strong technical skills and ability to provide technical support and guidance to clients.
• Experience in managing a team of support consultants and ensuring customer satisfaction.