Technical Operations Specialist

1 week ago


Agra, Uttar Pradesh, India beBeeSupport Full time ₹ 18,92,530 - ₹ 27,87,591
Job Description

The Support Manager plays a pivotal role in facilitating seamless technical and client support services for the organization.

This position involves direct, hands-on management of tech and client support activities, collaborating with other internal teams and stakeholders, and ensuring timely resolution of all production issues.

Key Responsibilities:
  • Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
  • Monitor support/ticket queues and 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 the incident/fire captain in case of production incidents/fires.
  • Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
  • Build and manage the tech and client support team members.
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.



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