Lead Tech Support Specialist

19 hours ago

Gandhinagar, Gujarat, India beBeeSupport Full time ₹ 20,00,000 - ₹ 25,00,000
Technical Support Manager

About Element5

We're on a mission to revolutionize post-acute care organizations' workflow using AI and RPA. By automating complex tasks, teams can focus on delivering better patient outcomes.

The Technical Support Manager plays a pivotal role in facilitating efficient technical support services for the organization.

This position involves direct management of tech activities, collaborating with internal teams, and ensuring timely resolution of production issues.

The Technical Support Manager serves as the central point of contact for clients and internal teams on support-related inquiries.

Key Responsibilities:

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

Qualifications and Skills:

  • 12+ years of experience, with at least 5 years of experience managing a support team.
  • Previous experience in tech support or coordination within a SaaS/technology solutions team.
  • Experience handling 24/7 support and working with geographically dispersed teams.
  • Excellent communication skills, 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 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.
  • Flexibility and adaptability to work in a fast-paced environment.

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