
Senior Technical Support Director
9 hours ago
Job Description:
Our company is seeking a seasoned Senior Manager / Director of Technical Support to join our team in Chennai, India. With over 12 years of experience in technical support, particularly within the cybersecurity sector, the ideal candidate will lead our support operations, ensuring exceptional service delivery and customer satisfaction.
Key Responsibilities:
- Strategic Leadership: Develop and implement strategic plans for the technical support department, aligning with objectives and enhancing the customer experience.
- Team Management: Lead and mentor a team of technical support professionals, fostering a high-performance culture and ensuring effective problem resolution.
- Operational Oversight: Manage day-to-day technical support operations, ensuring timely resolution of complex issues related to cybersecurity products.
- Customer Experience: Drive improvements in support processes to deliver outstanding service, focusing on efficiency and customer satisfaction.
- Process Improvement: Continuously assess and refine support strategies, tools, and methodologies to enhance team performance and customer outcomes.
- Cross-Functional Collaboration: Partner with product management, engineering, and sales teams to address technical challenges, incorporate customer feedback, and drive product enhancements.
- Reporting & Analytics: Monitor key performance indicators (KPIs), generate detailed reports on support metrics, and provide actionable insights to senior management.
Qualifications:
- Education: Bachelors degree in Computer Science, Information Technology, Cybersecurity, or a related field. A Masters degree is preferred.
- Experience: 12+ years in technical support with a strong background in cybersecurity products.
- Proven track record in managing support teams and addressing complex technical issues.
Required Skills:
- Expertise in cybersecurity technologies and solutions.
- Strong leadership, communication, and interpersonal skills.
- Proven ability to drive process improvements and manage high-performing teams.
- Experience with support management tools, CRM systems, and analytical reporting.
Additional Requirements:
The ideal candidate should have demonstrated success in leading technical support teams, managing cross-functional projects, and enhancing customer service.
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