Lead Customer Support

Overview

Lead an 8‑10 member key‑account support team, overseeing ERP and customer queries.

Key Responsibilities

• process improvement
• hardware upgrade
• issue resolution
• erp audits
• team management
• customer support

Tasks

-Support continual process improvement by executing and validating existing documentation. -Candidates Involved in resolving customer queries. -Support team initiatives to upgrade or patch hardware and software infrastructure. -Take ownership of issues and work with relevant functions to resolve them -Comply to all ISO related protocols -Executing and validating existing documentation -Focus & Analyze each team member performance and drive improvements -Identify gaps in processes/standards and contribute original content to the systems library. -Coaching & sharing timely feedback with the team/team members -Manage team of up to 8-10 employees -Conduct system training as required and directed by the Programmer, Manager -Perform periodic audits of ERP tool and internal audits as in order to ensure they are fully functional for desired health performance -Interact with the onshore team in driving the operations. -Coordinate with other stakeholders and its teams to drive resolution to assigned tasks. -Candidates handling emails from clients and update details on the ERP tool. -Effectively handle day-to-day back-office operations & achieve all the contractual SLAs

Requirements

• bpo experience
• leadership
• erp
• ms office
• graduate
• 4-5 years

What You Bring

-Overall Experience 4 Year to 5 Years (BPO experience preferred with Customer support process knowledge) -Work with team & should be able to motivate the team to drive high performance -Willing to work in shifts as per the business requirement -Analytical Knowledge -Graduation or Diploma holder -Effective Work Load Management -Candidates with BPO experience with Customer support experience (4-5 Years). -Should be patient enough to handle any kind of customer queries. -Candidates with good communication Skills & Interpersonal Skills. -Fluency in English language. -Leadership skills to execute operations and lead a team of 10 individual employees. -ERP Tool -Excellent typing speed -Understanding of company policies & procedures -Ability to multitask while balancing shifting priorities. -MS Office tools -Confident in building a conversation

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Benefits

-Paid vacation/holidays/sick time -Competitive salary -On the job/cross training opportunities

About Johnson Controls

-Pioneered the electric thermostat, launching the building controls industry. -Evolved into a global leader in smart building systems through over a century of innovation. -Typical projects range from HVAC installations to integrated smart systems in hospitals, airports, stadiums, and data centers using their OpenBlue digital platform. -Expertise covers HVAC, fire detection and suppression, security systems, energy management, and facility services. -Earned LEED Platinum certification for its North American headquarters and supplied smart systems to landmarks like Burj Khalifa and Taipei 101.

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