Manager - Support & Deployment Services - Colombo, Brasil - OrangeHRM

OrangeHRM

Empresa verificada

Colombo, Brasil

há 2 semanas

Postado por:

Ana Silva

beBee Recruiter

Descrição

OrangeHRM Inc.

Head Quarters is based in the US and develops the world's most widely used open source human resource management software.

At OrangeHRM, we adopt the latest practices in software engineering that enable us to rapidly meet the demands of our global user base.

Few of our clients

Manager - Support Services
Each day there is a new opportunity to solve a problem, automate a task, or kickoff a new project.
You will manage a team that directly supports clients across our dynamic business and technical environments. You must be passionate about engaging your customers and ensuring their success with our software. You have impeccable relational skills and can create win/win environments for all parties that you work with. Success is about happy customers and renewals.

Primary Duties and Responsibilities

Ensure customer service excellence by actively monitoring support tickets and ensuring all tickets are resolved in a timely and comprehensive manner.
Provide daytoday leadership and management of the team including resource management, hiring, retention, mentorship, and performance management
Define industrystandard policies and procedures for the daytoday operation of the team, refining and adjusting on an ongoing basis to maximize the efficiency of the team.
Perform direct customer support to understand daytoday activities and key customer concerns
Champion the needs of the customer within OrangeHRM, ensuring their requirements are effectively represented and addressed
Own customer escalated issues and drive them through to resolution
Maintain direct contact and a good relationship with key clients
Involve other departments in the organization as per relevance in solving client reported problems
Create and Review dashboards in order to meet customer as well as internal reporting requirements
Work on adhoc projects that may be assigned to you

Qualifications & Experience

Bachelor's Degree or equivalent.
At least 5 years demonstrated experience in engaging with customers to solve real world problems
At least 3 years demonstrated experience in managing an IT service department or a team
Impeccable written and verbal communication skills in English
Experience with Zoho Desk is a distinct advantage