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Technical Support Manager

3 months ago

bangalore, India Talent Corner HR Services Full time

Position: Tech Support Manager

As the Tech Support Manager , you'll spearhead the management of a team of technical support engineers while remaining hands-on with technical support tasks.

This role entails the day-to-day supervision of support team operations, ensuring unparalleled customer satisfaction, and driving continuous enhancement of support protocols.

You'll directly provide technical assistance to customers via various communication channels, promptly diagnosing and resolving issues related to our products and services.

Furthermore, you'll be responsible for reporting the team's performance metrics to the USA Tech Support Manager, ensuring transparency and accountability.

Key Responsibilities:

- Provide technical support to customers, identifying and resolving technical issues and problems.

- Lead and manage a team of 6+ support engineers, providing guidance, mentorship, and coaching to ensure individual and team success.

- Set clear performance expectations, conduct regular performance evaluations, and provide constructive feedback to team members.

- Foster a positive and collaborative team culture, promoting professional growth and development opportunities.

- Assist in troubleshooting, diagnosing, and resolving technical issues related to Tenant Inc.'s products and services.

- Maintain team performance dashboards to track key performance indicators (KPIs) and metrics.

- Monitor individual and team performance, identifying areas for improvement and implementing strategies to optimize performance.

- Host regular check-in calls with each team member to provide support, gather feedback, and ensure alignment with goals and objectives.

- Communicate effectively with the USA Support Manager, providing regular updates on team performance, challenges, and achievements.

- Collaborate with other support staff and departments to resolve complex issues, escalating them when necessary.

- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.

- Manage customer expectations and ensured timely follow-up and resolution of issues.

- Handle international clients, mainly from the US, and build good rapport with team members in both the US and India.

Required Skills and Qualifications:

- Bachelor's degree in Computer Science or equivalent.

- Minimum of 5 years of solid management experience leading a team of 6+ support agents.

- Minimum of 5 years of technical support or IT-related work experience.

- Strong communication skills; fluency in written and verbal English.

- Proficiency in tools such as JIRA, Zendesk, Monday, and Slack.

- Strong problem-solving skills and a fast learner.

- Excellent client relationship and customer handling skills.

- Ability to provide step-by-step technical assistance, both written and verbal.

- Good understanding of computer systems, mobile devices, and other tech products.

- Ability to document technical knowledge and manage multiple open issues.

- Knowledge of eCommerce flows and product configuration in databases is a plus.

Additional Requirements:

- Willingness to work in shifts to support US time zones.

- Availability for on-call support during holidays.

- A strong sense of customer value and a positive attitude towards work.

- The ability to join the team on short notice will be given preference.

- Can provide weekend support

(ref:hirist.tech)