Associate Support Manager at Bileeta

applicant

Associate Support Manager

at Bileeta in Colombo, published on 23 Jan. 2025

Bileeta (Pvt) Ltd is a leading developer of innovative ERP solutions designed to empower various industry landscapes and enhance business efficiency. Our commitment to delivering high-quality software is matched by our dedication to ensuring that our users have the best possible experience with our products.

As an Associate Support Manager, you will be obligated to oversee and enhance support operations within our organization, specifically managing projects in Nepal and the Philippines. This role is pivotal in ensuring client satisfaction, operational efficiency, and seamless communication.

Qualifications and Experience We're After

Bachelor's degree in Computer Science, Information Technology, or a related field
Proven experience in a support management role, preferably within the IT industry
Strong understanding of support processes and best practices.
Excellent communication and interpersonal.skills
Proficiency in TFS and Azure DevOps is an added advantage.
Ability to analyze data and generate actionable insights
Strong organizational skills with keen attention to details

Your Key Roles and Responsibilities

Manage service tickets related to bugs and critical issues while adhering to Standard Operating Procedures (SOPs).
Ensure timely escalation and resolution of issues to meet client expectations.
Monitor Level 3 (L3) Support Chats to address client queries promptly and professionally.
Maintain effective communication with clients to resolve concerns and deliver solutions.
Prepare and organize weekly and ad-hoc client support meetings.
Take detailed meeting notes and share updates with stakeholders.
Maintain an organized repository of meeting minutes and support documentation on shared drives.
Ensure all records are up-to-date and accessible to relevant team members.
Collaborate with the team to prepare and present monthly support reports to clients.
Analyze support data to identify trends and recommend areas for improvement.
Participate in team discussions and status meetings to align with organizational goals.
Provide guidance to team members to enhance service quality and performance.
Oversee support operations for projects in Nepal and the Philippines.
Coordinate with local teams to address region-specific challenges and ensure alignment with cultural considerations.

We encourage applications from all qualified candidates who are interested in joining our team. Help us make a difference in the technology industry and contribute to our vision of enriching people's live through innovation and excellence

If you meet the above qualifications and are passionate about contributing to Bileeta's growth, please send your resume to careers@bileeta.com within 7 days of this advertisement