Lead Technical Support Specialist

1 day ago

Tirupati, Andhra Pradesh, India beBeeTechnical Full time ₹ 1,66,56,000 - ₹ 2,75,20,000
Job Title

The Technical Support Manager is responsible for providing high-quality technical support to clients, ensuring timely resolution of production issues and maintaining excellent client satisfaction.

Responsibilities:
  1. Direct Management of Technical Support Activities: The Technical Support Manager oversees the direct management of technical support activities, collaborating with other internal teams and stakeholders to ensure efficient and effective technical support services.
  2. Client Communication and Liaison: The Technical Support Manager serves as the primary point of contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
  3. Support Team Leadership: The Technical Support Manager leads and manages a team of technical support staff, ensuring they have the necessary tools and training to provide exceptional support.
  4. Metrics and Evaluation: The Technical Support Manager monitors and evaluates support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.

Qualifications and Skills:

  • Expected experience: 12+ years with at least 5 years experience managing a support team.
  • Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team.
  • Experience in 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.
  • Flexibility and adaptability to work in a fast-paced and dynamic environment.

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