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Technical Expertise Leader

2 weeks ago


Pune, Maharashtra, India beBeeTechnologist Full time ₹ 40,00,000 - ₹ 50,00,000

The Senior Manager, Technical Support, will lead a team of support professionals to deliver exceptional technical assistance to customers.

Key Responsibilities:Team Leadership
  • Lead a team of technical support professionals, including first-line managers and leads
  • Set performance goals, conduct evaluations, and foster a collaborative, high-performing team culture
Technical Support Operations
  • Oversee daily support operations to ensure effective issue resolution
  • Implement and increase support processes to drive efficiency and meet SLA targets
  • Collaborate with global teams to improve KPIs and enhance the customer experience
Customer Interaction
  • Manage escalations, providing expert guidance to resolve complex technical issues
  • Engage with customers to understand challenges, identify root causes, and deliver effective solutions
  • Communicate technical concepts clearly to both technical and non-technical audiences
Collaboration
  • Partner with product, sales, marketing, and training teams to share insights and improve product and service delivery
  • Align support strategies with our goals through active participation in cross-functional initiatives
Reporting
  • Analyze support metrics and customer feedback to identify trends and improvement opportunities
  • Deliver regular performance reports and insights to senior leadership
Continuous Improvement
  • Champion initiatives that improve support quality, efficiency, and customer satisfaction
  • Stay current with industry trends to introduce innovative solutions and best practices