Posted Nov 19, 2020 3 views
Support Manager works with other ZOHO Team Members to determine and implement specific technical needs and priorities of the team.
The Support Manager is responsible for the ticket resolution of clients and to maintain a dynamic knowledge base of technical solutions to ensure that the team’s infrastructure is as efficient and productive in terms of ticket resolution as possible.
ZOHO Team includes ZOHO desk support, ERP development, and maintenance. Often delegating duties, support managers are ultimately responsible for the performance of the systems and employees and providing adequate assistance to clients when needed.
Some common functions of a Support Manager include:
- Coordinating ZOHO projects
- Implementing new changes in the ERP.
- Training subordinates and team members on Support
- Providing guidance for problems and questions of Clients
- Participating in business meetings
- Provide product support to Clients.
- Enable support analysts to diagnose and resolve customer problems and educate users on problem resolutions in a prompt, courteous, and professional manner
- Ensure client requirements are met with consistently high quality of service.
- Engage appropriate internal resources to resolve technical issues and update the client on progress toward resolution
- Ensure that each support issue and resolution is adequately documented
- Periodically review ZOHO support log(s); track performance and identify trends, anomalies, and opportunities for improvement
- Determine which issues require support and redirect those that do not, to the appropriate resolution team.
Job Details
Basecamp Data Solutions
We provide data management solutions for clients. We offer the cost benefits of offshore resourcing with the peace of mind and quality of dedicated local management. We design intelligent data management systems to maximize efficiency and robustness of client businesses. Our key business and systems analysts work with clients locally to develop the right data systems customers' need, not elaborate systems that hinder operational flexibility and efficiency. A major benefit our clients get with us is our local business and systems analysts match the client business needs with smart system designs to deliver optimal solutions for both short-term and long-term client goals.
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