:BlackStone eIT is on the lookout for a dedicated and knowledgeable Senior Service Support professional to join our esteemed team. In this role, you will be responsible for ensuring exceptional service delivery, managing client engagements, and providing support for all technical issues that may arise. Your expertise and strong leadership skills will be instrumental in maintaining high standards of customer satisfaction and operational efficiency.Key Responsibilities
Lead and manage the service support team to ensure a high level of customer satisfaction.
Oversee the resolution of technical issues and ensure timely responses to client inquiries.
Develop and implement service support processes and procedures to enhance efficiency.
Analyze service performance metrics and generate reports to identify areas for improvement.
Act as the primary point of contact for escalated service-related issues.
Collaborate with cross-functional teams to deliver comprehensive solutions and support to clients.
Provide training and guidance to junior support staff and ensure knowledge-sharing within the team.
Maintain up-to-date knowledge of industry trends and advancements to continually enhance service offerings.
Requirements:
Bachelor's degree in Computer Science, Information Technology, or a related field.
5+ years of experience in service support, with a focus on technical support roles.
Demonstrated experience leading a support team or similar function.
Strong knowledge of service management principles and practices.
Excellent communication and interpersonal skills, with the ability to manage client relationships effectively.
Proficient in using service management and ticketing systems.
Strong analytical and problem-solving skills with a proactive approach to challenges.
Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
Familiarity with ITIL framework and best practices is a plus.