Support Services Lead

2 days ago

Thoothukudi, Tamil Nadu, India beBeeManager Full time ₹ 1,79,20,000 - ₹ 2,59,84,000
Job Title

The Support Manager oversees the delivery of high-quality technical and client support services.

  • Key Responsibilities:
  • Provide primary support for clients experiencing production tech issues, triage and assign support tickets to appropriate teams. Monitor support queues and offer timely updates on client inquiries and production issues.
  • Coordinate support activities, manage hand-offs & meetings, and oversee the support roster. Serve as the incident captain in case of production incidents.
  • Build and lead the technical and client support team members.

Communication and Collaboration:

  • Collaborate with cross-functional teams to facilitate knowledge sharing, client communication, and issue resolution. Maintain regular contact with clients, providing updates on inquiry status and ensuring a high level of satisfaction.
  • Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.

Documentation and Knowledge Management:

  • Accurately record client interactions, support activities, and issue resolutions in a ticketing system. Analyze client feedback and support data to identify trends and areas for improvement, creating or updating documentation for faster issue resolution.
  • Develop reports and dashboards on production issues and client inquiries.

What We Offer:

  • A dynamic and fast-paced work environment focused on delivering quality outcomes.
  • Opportunities for growth and professional development within the company.
  • A collaborative team atmosphere that encourages open communication and knowledge sharing.

Requirements:

  • Exceptional problem-solving and analytical skills.
  • Strong leadership and collaboration abilities.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively under pressure and meet deadlines.

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