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:
Qualification: Bachelors
Location: Islamabad
Experience: 3 + years of experience
Timings: 6:00 pm to 3:00 am
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.