Asst Manager - Tech Support Job in Johnson
- Johnson Controls
- 3 to 7 Yrs
- All India
- 10 months ago
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Job Description
- Assistant Manager Tech Support Job Summary We are seeking a dynamic and experienced individual to lead and support our technical support team. This role involves overseeing daily operations, ensuring high-quality customer support, mentoring team members, and driving process improvements. The ideal candidate will have strong technical expertise, leadership skills, and a passion for delivering excellent customer experiences What you will do: Duties and responsibilities Team Management & Leadership Supervise and mentor the technical support team, ensuring optimal performance Assist in recruiting, onboarding, and training new team members Monitor team productivity, provide feedback, and conduct performance evaluations Foster a positive and collaborative team culture that encourages problem-solving and innovation Technical Support Operations Oversee day-to-day technical support activities, ensuring timely resolution of customer issues Act as the escalation point for complex technical issues and ensure resolution within SLA timelines Monitor support metrics (e.g., response times, resolution rates, customer satisfaction) and drive continuous improvement Collaborate with other departments to resolve technical issues and enhance service delivery Process Improvement & Reporting Identify and implement process improvements to enhance support efficiency Develop and maintain documentation, FAQs, and knowledge base articles Analyze support trends, generate reports, and provide recommendations to senior management Customer Experience & Relationship Management Ensure high levels of customer satisfaction by delivering prompt and effective support Implement customer feedback to refine support processes and enhance user experience. Information Security Responsibilities Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets Adhere to JCI product security standards and guidelines for secured software product development The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes Any software that is acquired illegally or does not have a valid license shall not be deployed or used. Copying of third-party materials without an appropriate license is prohibited The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way, copyrighted material from the Internet on information systems provided by organization, other than permitted by copyright law Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets All employees, contractors and third parties shall be responsible to report all information security incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information only with authorized personnel What We Are Looking For Skills and Qualifications Required: 3+ years of experience in technical/customer support, and/or team management, with a demonstrated track record of success Excellent verbal and written communication skills (email writing skills) Strong troubleshooting and problem-solving skills Proficiency in Microsoft Office Excel and Power point Experience with Salesforce is a must Strong customer service know-how Good interpersonal and problem-solving skills Excellent leadership, communication, and conflict-resolution skills Ability to work in shifts: all time zones in US Ability to manage multiple priorities in a fast-paced environment,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Asst Manager - Tech Support Job in JohnsonContact Details:
Company: Johnson ControlsLocation(s): All India
Keyskills: team management leadership recruiting training monitoring technical support escalation management process improvement reporting customer satisfaction information security verbal communication written communication troubleshooting Microsoft Office Excel PowerPoint Salesforce customer service interpersonal skills conflict resolution problemsolving
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Johnson Controls
Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disabilit...
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