Ensure customer service is timely and accurate on a daily basis by recruiting, training, and supporting a highly efficient and effective team of help desk representatives and technicians. Maintain customer service standards by contributing to improving customer support by actively responding to queries and handling complaints.
- Improved production and efficiency by delegating staff to specific roles.
- Manage the help desk team and evaluate performance to create innovative recommendations.
- Establish best practices through the entire support process by developing and reviewing daily, weekly, and monthly reports on help desk team's productivity.
- Follow up with customers to identify areas of improvement and develop an effective and workable framework for managing and improving customer support accordingly.
- Develop and oversee the team's knowledge base and ensure top quality solutions are available to the staff.
- Advise management on situations that may require additional client support or escalation.