Responsibilities:

• Manage the help desk team and evaluate performance.
• Ensure customer service is timely and accurate on a daily basis.
• Recruit, train and support help desk representatives and technicians.
• Set specific customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices through the entire technical support process.
• Follow up with customers to identify areas of improvement.
• Develop daily, weekly and monthly reports on help desk team’s productivity.
• Provide customer feedback to the appropriate internal teams, like product developers.