Senior Technical Support Lead

3 days ago

Erode, Tamil Nadu, India beBeeTechnical Full time US$ 1,50,000 - US$ 2,50,000
Job Summary

We are seeking a seasoned Technical Support Manager to join our team. As a key member of our organization, you will be responsible for delivering exceptional technical support services to our clients.

Your primary objective will be to provide timely and effective resolutions to production issues, while ensuring seamless collaboration with internal teams and stakeholders.

  • Main Responsibilities:
  • Manage technical support activities, triage and assign support tickets to resources/teams.
  • Monitor support/ticket queues, provide timely response, updates, and resolution of client inquiries and production issues.
  • Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
  • Act as incident/fire captain in case of production incidents/fires.
  • Monitor and evaluate support metrics to identify areas for improvement.

Requirements

  • Bachelor's degree in Computer Science or related field.
  • 12+ years experience 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.
  • Excellent communication skills, both written and verbal, with ability to articulate technical concepts to non-technical individuals.
  • Problem-solving skills and ability to analyze information to identify root causes and recommend appropriate solutions.
  • Strong organizational and time management skills, with ability to prioritize and multitask effectively.
  • Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.

About Us

We are a team of industry veterans who have built several successful products for healthcare and IT. Our mission is to free up healthcare teams from burdens of compliance and regulations, and we impact improvements in care quality for millions of patients.

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