Manager, Technical Support
IN-MH-Pune
India Careers
Req #: 14713
Type: Regular
|
Overview: You will report to the Director, Technical Support. You will work from the Pune office full fledged. The Manager, Technical Support leads a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. You will oversee the daily operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Manager, Technical Support will also help develop and implement strategies to improve advanced support services and increase customer experience. Responsibilities: * Supervise, mentor, hire and provide guidance to a team of Technical Account Managers and Tier 3 technical support professionals * Foster a positive and collaborative team environment to encourage productivity and innovation * Develop and implement support processes to increase efficiency and enhance customer satisfaction. * Experience handling support requests from a variety of different channels, and allocate resources to meet service level agreements (SLAs) * Identify improvement areas and to improve support KPI's and customer experience, across * Handle escalated customer issues, escalations providing expert technical assistance and ensuring swift resolution * Communicate technical information to all customers * Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements * Work with the training department to ensure technical support staff is and up-to-date with product knowledge * Participate in cross-functional meetings to align support strategies with overall company goals * Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery * Prepare regular reports on measurements and present findings to the senior management team * Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance #LI-Onsite Qualifications: * 10+ years of experience building a technically focused, customer-facing, advanced experience supportteam and cross-functional collaboration with other teams. * Experience with mainstream ERP, CRM or accounting SaaS software * Excellent knowledge of CRM tools like Salesforce, Service now * Presentable experience in support process engineering and improvement
Share this job:
