Technical Support Director

3 days ago

Kalyani, West Bengal, India beBeeLeadership Full time US$ 1,33,000 - US$ 1,63,000
Job Overview

We are seeking a Technical Support Manager to lead our technical support team. As a Technical Support Manager, you will be responsible for managing and directing a highly skilled technical support team in driving the adoption of our Cloud product offering.

About the Role:

  • You will be accountable for all aspects of customer engagement and key internal stakeholder relationships
  • Your responsibilities will include metrics such as CSAT, SLO, and support request average time to resolution
  • You will oversee the general management and motivation of 10-15 technical support engineers, including hiring, management, and professional development of support engineering staff
  • Develop and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony
  • You will work with sales teams and stakeholders to establish requirements for the enhancement of existing support programs and/or establishment of new ones
  • You will collaborate with engineering teams and other cross-functional teams to implement formal feedback mechanisms for incidents, causes, and resolutions where required

About Us:

We are an equal opportunity employer. We consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.

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