Enterprise Technical Support Manager-KandivaliCharkop

2 weeks ago

Mumbai, Maharashtra, India AGS Full time

Job Title:
Enterprise Technical SupportManager IT Hardware andNetworking

Location:
Mumbai (OfficeKandivali/Charkop)

AboutOrganization:
A trailblazer in delivering cuttingedge products thatoffer an immersive experience showcasing a diverse portfolio ofglobally trusted brands.

We have secured a prominent marketposition in Fast Moving SocialMedia Gadgets (FMSG) Fast MovingConsumer Technology (FMCT) Fast Moving Electrical Goods (FMEG) andEnterprise Business (EB) presentingacomprehensive 360degree array of theworld's premier brands.

TheEnterprise Business is a newly started vertical and is aiming to bea leading provider of Hardware products solutions and services tothe Enterprise segment.

With a commitment to excellence and providesuperior customer experience to corporates and large enterprise wecater to enterprises Pan India providing them with cuttingedgetechnology and unparalleledsupport.

JobDescription:


Asa Technical Support Manager you will lead our technical supportteam responsible for providing timely and effective support to ourcustomers resolving technical issues and ensuring customersatisfaction.

You will play a critical role in maintaining highservice standards and fostering positive relationships with ourclients through superior technical expertise andsupport.

KeyResponsibilities:

Team Leadership:

Lead and manage a team oftechnical support engineers and specialists providing guidancecoaching and mentorship to ensure high performance and professionaldevelopment.

Foster a culture ofcollaboration accountability and continuous improvement within thetechnical support team promoting knowledge sharing and bestpractices.

2.

Technical SupportOperation s:
Oversee the daytoday operations of the technical support teamensuring timely response and resolution of customer inquiriesincidents and service requests. Establishand maintain service level agreements (SLAs) and performancemetrics to measure the effectiveness and efficiency of technicalsupport operations.3.

ManagingASPs:

Appoint ASPs on a Pan India basis fordifferent product categories and manage themEstablish and maintain service level agreements (SLAs) andperformance metrics to measure the effectiveness and efficiency oftechnical support operations of the ASPs.

Conduct performanceaudits. Manage monthly payouts for the ASPsin a timelymanner

4.

CustomerEngagement:


Serve as a point of escalation for complex technical issues workingcloselywith the technical support team totroubleshoot and resolve issues in atimelymanner.

Buildand maintain strong relationships with key clients acting as atrustedadvisor and technical consultant toaddress their technical needsandchallenges.5.

Process Improvement:
 Identifyareas for process improvement and optimization within thetechnicalsupport operations implementingbest practices and standardoperatingprocedures (SOPs) to enhanceefficiency andeffectiveness.
6.

Training and Development:
Develop and deliver technical training programs and materials forthetechnical support team ensuring they areequipped with the knowledge andskills toeffectively support our products andservices. Stay current with industry trendsemerging technologies and best practicesintechnical support and incorporate them into training programs andteampractices.

QualificationsandSkills:
Bachelor degree in Engineering Electrical &Electronics. Electronics&Communications Computer ScienceInformation Technology or a relatedfield.
Master's degree is aplus. Proven experience in technical supportmanagement or a similar rolepreferablywithin the IT hardware andnetworking industry. Experience in managingASP network in India. Strong leadership andpeople management skills with the ability to motivateandinspire a team to achieve goals andobjectives. Deep technical expertise in IThardware and networking technologieswithproficiency in troubleshooting andproblemsolving. Excellent communication andinterpersonal skills with the ability toeffectivelycommunicate technical concepts toboth technical and nontechnical audiences.
Experience with help desk software andticketing.
technicalsupport,customer,enterprise,it,networking,supportcentral

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