Hiteshchandra Jaiswal

Global Team Management:
-Lead, mentor, and manage regional and global support teams to ensure consistent and high-quality support delivery across time zones.
-Foster a culture of accountability, continuous learning, and customer-centricity.

Service Delivery & Performance Management:
-Define and track performance metrics (e.g., SLA adherence, CSAT, NPS, First Response Time, Resolution Time).
-Ensure timely and effective resolution of customer issues, including escalation management for critical cases.

Operational Strategy & Process Optimization:
-Design and implement scalable support processes, workflows, and tools to improve efficiency and consistency.
-Identify opportunities for automation and self-service to reduce manual workload and enhance service quality.

Cross-Functional Collaboration:
-Work closely with Product, Engineering, QA, Sales, and Customer Success teams to resolve complex issues and share customer insights.
-Contribute to product improvements by providing structured feedback from support operations.

Escalation & Crisis Management:
-Act as the senior point of contact for major client issues and service incidents.
-Coordinate communication and resolution strategies during service disruptions or crises.

Training & Development:
-Develop onboarding, training, and career development programs for support staff.
-Identify skill gaps and provide coaching and mentoring to improve team capabilities.

Knowledge Management:
-Oversee the creation and maintenance of internal and customer-facing knowledge bases.
-Promote a culture of documentation and information sharing.

Budgeting & Resource Planning:
-Plan and manage budgets, headcount, and staffing models to support global operations effectively.

Compliance & Security:
-Ensure support operations adhere to data privacy, compliance, and security standards as per industry and company policies.

• Lead and manage overall support operations ensuring high-quality client service delivery.
• Develop and implement support strategies to improve customer satisfaction, reduce response times, and reduce turnaround time.
• Collaborate with cross-functional teams to align support efforts with overall company objectives.
• Handle escalated customer inquiries and complaints, ensuring prompt resolution and effective communication. Act as a point of contact for key customers and manage relationships to enhance customer loyalty and satisfaction.
• Maintain a deep understanding of the company's products, services, and technologies to provide advanced technical support and troubleshooting assistance. Serve as a subject matter expert for the support team and other departments as needed.
• Analyze support data and trends to identify common issues, bottlenecks, and opportunities for improvement. Develop and implement initiatives to streamline support processes, increase efficiency, and enhance customer experience.
• Gather and analyze customer feedback, feature requests, and enhancement suggestions to inform product development priorities. Act as a liaison between customers, product management, and engineering teams to advocate for customer needs and facilitate communication.

• Managing the Regional support Team's day-to-day functions.
• Responsible for managing L1 and L2 team (technically and functionally)
• Responding to escalated Client support issues.
• Implemented customer support processes that enhanced Client satisfaction.
• Formulated and revised Client support policies, promoting their implementation.
• Informing the team of all new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Conducted interviews to select new employees based on qualifications.
• Oversaw and evaluated team's ongoing training efforts to ensure effective skill development.
• Evaluated team performance and followed the disciplinary process as per company policy.

• Preparing daily workloads for staff & co-ordinating the daily allocation of work.
• Motivating the team to achieve high standards and KPI targets. • Handling new client enquiries and acting as the face of the business.
• Dealing with and resolving problems and issues which arise.
• Mentoring and training up junior and new staff. Monitoring & reporting on standards & performance targets.
• Arranging & chairing weekly team meetings, focusing on targets & achievements. Implementing new initiatives.
• Involved in the recruitment of new staff.
• Recognized team members' achievements to foster motivation and morale.
• Ensuring all administrative and IT records are entered and updated correctly.
• Providing prompt and accurate information on individual performance.

• Broadband Internet: Handling problems on internet related services. Using highly integrated tool for troubleshooting on laptops, PC, Ipads, Tablets and Printers.
• Networking Issues: Resolving Network related issues like Technical faults in a computer network causing interference in end-to-end communication between devices.
• Handling Jr. Technical Associate: Guiding and helping them to enhance their technical and process knowledge. Taking care of their escalation work whenever needed and solving them in a given time frame.