Ecommerce Project Coordinator - Pune, India - Magneto IT Solutions

Description

• Manage andoversee the daily operations of the technical supportteam.
  
• Leadcoach and mentor technical support team members to ensure highperformance and jobsatisfaction.
  
• Developand implement strategies to improve customer satisfaction andenhance the overall technical supportexperience.
  
• Monitorand analyze support metrics and KPIs to identify areas forimprovement and track teamperformance.
  
• Handleescalated customer inquiries and complaints ensuring timelyresolution and customersatisfaction.
  
• Collaboratewith other departments such as development and sales to addresscustomer needs and provide feedback onimprovements.
  
• Developand maintain support policies procedures and standards to ensureconsistency andefficiency.
  
• Stayuptodate on industry trends and best practices in customertechnical support and incorporate them into the teamsoperations.
  
• Prepareregular reports and presentations on support team performance andkey metrics for managementreview.
  
  

Requirements

• Musthave a technical background in web development in ecommerce.(Magento)
  
• Shouldknow standard technical supportprocesses.
  
• Shouldhave managerialskills
  
• Shouldhave clientfacingskills
  
• Shouldhave good communicationskills.
  
• Shouldhave experience with teammanagement
  

Manage and oversee the daily operations of the technical supportteam. Lead, coach, and mentor technical support team members toensure high performance and job satisfaction. Develop and implementstrategies to improve customer satisfaction and enhance the overalltechnical support experience. Monitor and analyze support metricsand KPIs to identify areas for improvement and track teamperformance. Handle escalated customer inquiries and complaints,ensuring timely resolution and customer satisfaction. Collaboratewith other departments, such as development and sales, to addresscustomer needs and provide feedback on improvements. Develop andmaintain support policies, procedures, and standards to ensureconsistency and efficiency. Stay up-to-date on industry trends andbest practices in customer technical support and incorporate theminto the team's operations. Prepare regular reports andpresentations on support team performance and key metrics formanagement review.