
Help Desk Manager
3 days ago
This role involves managing the help desk to ensure high customer satisfaction through timely and effective problem resolution. The successful candidate will work closely with cross-functional teams to ensure positive user experiences.
Key Responsibilities:- Help Desk Management: Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions.
- Customer Issue Resolution: Ensure customer issues are tracked, monitored, and resolved in a timely manner.
- Product Knowledge: Provide guidance on software products and suggest product upgrades when appropriate to enhance client experience.
- Collaboration: Work closely with other departments to ensure issues are well-documented and addressed.
- Required: At least 5+ years in a technical support/helpdesk role. Strong knowledge of website & CRM applications.
- Desired: Graduation in Computer Science or related field. Basic accounting knowledge could be an asset in understanding financial functions.
- Shift Hours: 9 AM to 9 PM Pacific Standard Time.
- Weekend Availability: Must be willing to work on weekends when required.
- After Hours Support: Willingness to provide support outside standard business hours as needed.
- Market-leading Salary
- Medical Coverage – Self & Dependents
- Parents Medical Coverage
- Provident Fund
- Employee Performance-based bonuses
- Home Internet Subsidy
- Conveyance Allowance
- Profit Sharing Plan [Tenured Employees Only]
- Life Benefit
- Child Care Facility
- Company Provided Lunch/Dinner
- Professional Development Budget
- Recreational area for in-house games
- Sporadic On-shore training opportunities
- Friendly work environment
- Leave Encashment
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