Director of Technical Operations

2 days ago

Andhra Pradesh, India beBeeSupport Full time ₹ 50,00,000 - ₹ 70,00,000

Support Services Leader

This role involves leading a team of Technical Support Agents to provide an excellent customer experience by troubleshooting and resolving customer issues.

The ideal candidate will be able to leverage ticketing platforms and analytics tools to manage ticket assignment, resolution metrics, and perform ticket audits to ensure efficient and effective customer resolution.

Key Responsibilities:

  • Oversee the day-to-day technical support operations.
  • Demonstrate a consistent commitment to customer experience through effective ticket resolution.
  • Predict and proactively anticipate customer needs.
  • Work with internal teams to ensure complex and/or escalated issues are resolved.
  • Proactively seek out customer feedback and insights, providing recommendations to leadership.
  • Build productive relationships built on trust, patience, and results with internal staff & customers.
  • Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
  • Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
  • Provide data and reporting of KPI's and trends to Management in ad-hoc, weekly, monthly and as needed.

Requirements:

  • 8+ years' experience in technical support, helpdesk, or network support management.
  • 3+ years' working for a technology service provider or similar business.
  • 2+ years' experience managing staff of more than 50 people.
  • Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
  • Bachelor's Degree preferred, or equivalent combination of education, training, and experience.

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