Job
Ref No.: SMSH-MAA-90119
About Our
Client
Our
client is an IT services company engaged in software and hardware solutions to
make classroom learning an interactive and memorable experience for students.
They deploy such solutions in schools and colleges using a combination of
Software, interactive whiteboards and projectors. This enables the course
content to be projected on the whiteboard as a touch screen interactive session,
thus making learning easy and fun. Apart
from this they also deliver other Audio / Video solutions for corporates like
interactive conference / meeting / training rooms etc.
Job Location – Ekkaduthangal, Chennai
Desired Profile
Qualification: Any degree
Experience: 3+ year experience in
managing technical support
Roles
& Responsibilities:
Drive
Annual Maintenance program and induct more customers in the AMC program
- Manage
a support team to achieve business objectives including the attainment of
targets for customer satisfaction, employee satisfaction, service levels,
resolution time, and project deadlines
- Set
team goals in alignment with Customer Support objectives. Assist direct
reports in the definition and attainment of individual goals
- Ensure
that direct reports have the resources, information, and processes
necessary to deliver effective technical solutions to our customers
- Ensure
the delivery of high-quality technical and soft-skills training for direct
subordinates
- Deliver
performance reviews for all direct reports and provide regular feedback on
performance in terms of agreed upon performance and employee development
goals
- Effectively
represent the Support department on cross-organizational teams to deliver
on organizational objectives
- Manage
workflows and schedules for direct reports and ensure adequate workload
coverage
- Deliver
regular reports that provide qualitative and quantitative descriptions of
business performance
- Manage
key processes including FAQ analysis, case reviews, and customer feedback
analysis
- Develop
and maintain Support procedures and policies
- Advocate
for customers and define ways to continually add value to the customer
experience
- Serve
as a manager, mentor, knowledge resource, and escalation point for support
engineers; Build credibility and trust within the support group
- Ability
to successfully communicate and coordinate with departments across the
organization including Sales, Consulting, CSM, QA, Program Management and
Product Management
- Strong
knowledge on Windows 8 & above operating systems
- Strong
knowledge on understanding & installing the Audio Visual Products like
Video Conferencing, SMART Classrooms, Network Projectors, Video wall
installations
- Ability
to configure design solutions for our AV projects
- Strong
Acumen in retaining the existing AMC customers and increase the customer
base for AMC business
- Strong
understanding on AV cabling (Active & Passive)
- Able
to drive a team of installers and tech support personnel
Apply to: vaidyanathan@p3synergy.com : jobs@p3synergy.com
Contact:
R.Vaidyanathan - 9840919226: Indhu J – 9600008133
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