Senior Technical Support Lead

17 hours ago

Alleppey, Kerala, India beBeeSupportManager Full time ₹ 1,20,00,000 - ₹ 1,90,00,000

Job Summary

We are seeking a seasoned Support Manager to oversee the delivery of high-quality technical and client support services. This is a unique opportunity to lead a talented team, drive customer satisfaction, and contribute to the success of our organization.

About the Role

  • Manage a team of support specialists, providing guidance, coaching, and feedback to ensure excellent service delivery.
  • Develop and implement strategies to improve support processes, reduce ticket volumes, and enhance customer experience.
  • Collaborate with cross-functional teams to resolve complex issues, share knowledge, and align on business objectives.
  • Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.
  • Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement.

Requirements and Qualifications

  • Minimum 12 years of experience in support management, with at least 5 years of experience leading a support team.
  • Proven track record of driving customer satisfaction, reducing ticket volumes, and improving support processes.
  • Excellent communication and interpersonal skills, with the ability to articulate technical concepts to non-technical individuals.
  • Strong problem-solving skills, with the ability to analyze information to identify root causes and recommend appropriate solutions.
  • Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.

Benefits and Opportunities

This role offers a unique combination of challenges and opportunities for growth. As a Support Manager, you will have the chance to:

  • Lead a talented team of support specialists.
  • Develop and implement innovative strategies to improve support processes.
  • Contribute to the success of our organization by driving customer satisfaction and loyalty.
  • Pursue professional development opportunities, including training, mentorship, and career advancement.

About Us

We are a fast-paced and dynamic organization committed to delivering exceptional support services. Our team is dedicated to helping customers achieve their goals, and we're looking for talented professionals like you to join us on this journey.

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