Technical Support Liaison

4 days ago

Jodhpur, Rajasthan, India beBeeSupport Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Overview

The Support Manager plays a vital role in providing efficient and effective technical and client support services. This position involves direct management of tech and client support activities, collaborating with 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.

Key Skills and Qualifications

Our ideal candidate will have:

  • At least 12 years of experience in a support or coordination role within a technology solutions team.
  • Previous experience handling 24/7 support and working with geographically dispersed teams.
  • Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals.
  • Problem-solving skills and the ability to analyze information to identify root causes and recommend appropriate solutions.
  • Strong organizational and time management skills, with the ability to prioritize and multitask effectively.
  • Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.
  • Ability to work well in a team environment, collaborating with colleagues and stakeholders at various levels.

Benefits

This is a challenging opportunity to join a fast-paced and dynamic environment, where you can utilize your skills and expertise to make a meaningful impact.

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