Operational Technical Specialist

1 week ago

Kollam, Kerala, India beBeeSupport Full time ₹ 2,00,00,000 - ₹ 3,50,00,000
Technical Support Manager

This key role oversees the efficient management of technical and client support services for our organization. The Technical Support Manager will be directly responsible for hands-on management of tech and client support activities, collaborating with other internal teams and stakeholders, and ensuring timely resolution of all production issues.

Responsibilities:

  1. Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
  2. Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.
  3. Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
  4. Act as the incident/fire captain in case of production incidents/fires.
  5. Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
  6. Build and manage the tech and client support team members.

Communication and Collaboration:

  • Collaborate with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication and issue resolution.
  • Maintain regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction.
  • Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.

Documentation and Knowledge Management:

  • Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.
  • Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution.
  • Create MIS presentations, reports and dashboards on production issues and client inquiries.

Requirements:

Key skills and qualifications include 12+ years of experience with at least 5 years of experience managing a support team. Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team is also required. Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals are essential.

A strong track record of problem-solving skills, analytical thinking, and the ability to recommend effective solutions are crucial. Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases, is also a must-have. ITIL certification is a plus.

About Us:

Our fast-paced environment is ideal for those who thrive under pressure and can adapt quickly to new situations. If you have what it takes to join our dynamic team, we encourage you to apply.

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