faster1 Looking for Helpdesk Director at Chennai, Tamil Nadu Full Time

Job Description:

• The Global Helpdesk Director will bring in the experience to manage the client support tickets and the incident management process across departments and teams to deliver customer delight. This is a global role, spanning all Company products and requires high standards of ownership, process knowledge, communication skills and delivery quality.
• The key aspects of the role are to unify and standardize the incident management platforms and processes, service-level agreements, resolve client issues and provide timely escalation and reporting.

Essential Duties & Responsibilities:

• Coordinate solutions and work with the Product Development team to prioritize tasks.
• Generate periodic and effective reports.
• Be an escalation point for the support team.
• Ensure process documentation is up to date to support audits.
• Ensure documentation and product implementations are aligned and coordinate updates, customer only documents, downloads, etc., on the support portal
• Communicate releases, bug fixes, and feature improvements as a part of client interactions.
• Ensure timely and accurate client customer responses on a daily basis.
• Measure ongoing customer service through periodic surveys and establish quality control metrics for response times and team performances.
• Provide regular customer feedback to senior management and Product teams.
• Follow up with customers to ensure full resolution of issues and areas of improvement.
• Request feedback and/or monitor calls and other methods of correspondence to improve training methods.
• Advance corporate best practices through the entire technical support process.

Experience and Skills

Mandatory Requirements & Qualifications:

• Bachelor’s degree in a technical field.
• 15 years of Help Desk and Incident Management experience for software products.
• Experience providing Full Stack (database, data services and UI) software Product support across .NET and Java technologies.
• Proven work experience managing solution delivery across geographically dispersed functions.
• Must be customer-service oriented with a problem-solving attitude.
• Experience using Active Directory account management and LDAP.
• Experience with Windows 10.
• Excellent verbal and written English communication skills.
• Ability to communicate complex issues with technical peers and non-technical clients.
• Ability to work in a team environment towards the common objective of meeting client. expectations, client commitments, and company profitability goals.

Preferred Skills & Qualifications:

• Ability to create SOPs for Helpdesk.
• Experience with or exposure to content management and/or information management software.
• Experience with Help Desk ticket management systems – preferably JIRA or Freshworks.
• Experience trouble-shooting web services

Job Type: Full-time

Salary: From ₹2,000,000.00 per year

Day range:

Shift:

Ability to commute/relocate:

• Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your current salary?
• What is your Expected salary?

Speak with the employer
+91 8347024445