Technical Support manager

1 month ago

noida, India Talent corner Full time
KeyResponsibilities:
  • Leadand manage the tech support team including hiring training andperformance management.
  • Develop and implementsupport strategies to ensure timely resolution of customerinquiries and issues.
  • Serve as the primarypoint of contact for escalations providing guidance and support toresolve complex technical issues.
  • Collaboratewith crossfunctional teams including product development andengineering to address customer feedback and improve productusability.
  • Analyze support metrics and trendsto identify areas for improvement and implement solutions toenhance efficiency and customersatisfaction.
  • Develop and maintain supportdocumentation knowledge base articles and training materials forinternal and external stakeholders.
  • Stayinformed about industry trends and best practices in SaaS supportand implement innovative approaches to drive continuousimprovement.
  • Act as a customer advocate withinthe organization ensuring that customer feedback is addressed andprioritized in product development roadmapdiscussions.
Qualifications:
  • Bachelorsdegree in Computer Science Information Technology or relatedfield.
  • Proven experience 4 years in a technicalsupport management role preferably in the SaaSindustry.
  • Strong understanding of SaaS productsand technologies with the ability to troubleshoot and resolvetechnical issues.
  • Excellent leadership andcommunication skills with the ability to motivate and inspire ateam.
  • Experience working in a fastpaced dynamicenvironment with a focus on delivering exceptional customerservice.
  • Demonstrated analytical andproblemsolving abilities with a track record of driving continuousimprovement initiatives.
  • Proficiency in CRMsystems ticketing systems and other supporttools.
  • Certification in ITIL or other relevantframeworks is aplus

saas,continuousimprovement,technical support,productdevelopment,resolve

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