Customer Technical Support Manager

About Graphy.com:

Graphy.com is a cutting-edge platform that empowers creators and educators to build and monetize their knowledge through online courses, communities, and more. We are passionate about democratizing education and enabling individuals to share their expertise with the world.

6 Days Working - WFO

Location - Bangalore

Key Responsibilities:
 Customer Support Management: Oversee and manage all customer support activities to ensure timely and effective resolution of customer inquiries and issues. Should be able to work as individual and if given a team, should be able to lead the team.
 Issue Resolution: Address and resolve customer complaints and issues promptly, ensuring customer satisfaction and retention.
 Support Channels: Manage various support channels including email, chat, and phone to provide comprehensive support to our users.
 Customer Communication: Communicate effectively with customers to understand their needs and provide appropriate solutions.
 Feedback Collection: Collect and analyze customer feedback to identify trends and areas for improvement and share insights with relevant teams.
 Documentation: Maintain and update customer support documentation, including FAQs, help guides, and troubleshooting resources.
 Collaboration: Work closely with cross-functional teams such as product, sales, and marketing to ensure a seamless customer experience.
 Training: Provide training and guidance to junior support staff if needed.

Qualifications:
 Education: Bachelors degree in Technology, IT or a related field. Tech background is preferred.
 Experience: Minimum of 3 years of experience in a customer support role or supervising role, preferably in the tech or edtech industry.
 Skills: Strong problem-solving skills, excellent communication and interpersonal abilities, and proficiency in using customer support software and CRM tools.
 Attitude: Customer-centric mindset with a strong commitment to providing exceptional service. Ability to work independently and manage time effectively.
 Work Environment: Comfortable working 6 days a week from our office in Bengaluru.,