Software Customer Support Manager

Job Title:	Software Customer Support Manager
Experience:	10 to 15
Location:	Egypt, Cairo
Category:	IT/Software Development
Description:	Hire and train new customer support agents. Train customer service agents to respond to customer queries in a timely and accurate way, via Live Chat. Make sure that all customer support agents team have been given proficient training. Manage the budget of the customer support department to ensure goals are met. Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis. Create effective customer service procedures, policies, and standards. Supervise day-to-day operations in the customer support department. Establishes and maintains relationships with software development technical manager to get troubleshooting for customer problems. Providing help and answers to the customers’ technical issues through Identification of the problem itself Research on answers Update Technical team with information about technical issues and useful discussions with customers. Ensure that department is in compliance with other departments to reach organizational goal and to ensure smooth workflow. Concession of the customers’ troubles by recommendation of procedures. Evaluation of the systems’ problems to recommend enhancements Gather customer feedback and share with our Technical and Business teams Achieve the standards of quality and SLA
Qualifications:	Bachelor Degree of Computer Science, Engineering or relevant field. 5 years of Experience in same position. Previously worked in Software companies as Mobile App. Customer Support Manager (must). Excellent problem-solving skills and focus on quality. Detail-oriented. Analytical skills. Delegation skills
Contact:	Apply

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