Technical Support Operations Manager

3 days ago


Mumbai, Maharashtra, India Radix Full time
About the Role

We are seeking a highly skilled Technical Support Operations Manager to join our team at Radix. This role is responsible for overseeing the entire customer support experience, ensuring timely resolution of technical issues, and continuously improving processes.

The ideal candidate will have extensive experience in customer support, specifically in troubleshooting hosting, DNS, and email-related issues. They will be able to manage escalations effectively, collaborate with internal teams, and communicate complex technical information to customers in a clear and concise manner.

This role requires strong analytical skills, attention to detail, and the ability to multitask efficiently. The successful candidate will be passionate about AI tools and their application in customer support, as well as project management methodologies and tools.

Responsibilities
  • Customer Support Management: Manage the support experience, ensure timely resolution of technical issues, and monitor metrics such as FCR and CSAT.
  • Escalation Management: Effectively manage escalated tickets, emails, and chats, ensuring timely resolution and communicating with stakeholders as needed.
  • Collaboration: Collaborate with internal teams, third-party agencies, and service providers to ensure seamless communication and process improvement.
  • Customer Success: Identify customer needs, provide clear explanations, and guide customers in using specific features of our control panels and offerings/products.
  • Control Panel and Product Improvement: Analyze and report product issues to identify trends and areas for improvement.
  • Quality Assurance: Uphold world-class standards by monitoring and meeting support SLAs (Service Level Agreements) and CSAT goals.
  • Operational Expertise: Manage operations and issues related to billing support, including credits/reversals.
Requirements
  • Minimum 6 years of Experience as a Customer Support Specialist or similar role.
  • Experience as a Team Lead/Escalation Manager is a plus.
  • Familiarity with Domains, DNS, Hosting, and the Web Services industry is a must.
  • Strong technical aptitude with experience in troubleshooting Hosting, DNS, Email-related issues.
  • Basic understanding of project management methodologies and tools.
  • Proficient in using various support software and ticketing systems.
  • Strong understanding of various support help desks and CRM systems.
  • Excellent communication, strong attention to detail, and problem-solving skills.
  • Proven ability to prioritize tasks and be efficient at multitasking.
  • Patient and positive attitude when handling challenging situations.
What We Offer

R radix offers a competitive salary of $$100,000 - $150,000 per year, depending on experience, along with a comprehensive benefits package, including health insurance, retirement plan, and paid time off. If you're passionate about delivering exceptional customer support and have the skills and expertise to excel in this role, please submit your application.


  • IT Support Manager

    1 month ago


    Mumbai, Maharashtra, India Radix Full time

    Job OverviewWe are seeking a highly skilled IT Support Manager to join our team at Radix. This is a key role that requires exceptional technical expertise and leadership skills to manage the support experience for our customers.


  • Mumbai, Maharashtra, India Cloud Counselage Pvt Ltd Full time

    Cloud Counselage Pvt Ltd is a company that values innovation and excellence.We are seeking a highly motivated Technical Support Trainee to join our team in providing exceptional IT support services.Job Overview:The Technical Support Trainee will play a crucial role in assisting our clients with hardware, software, and network-related issues while gaining...


  • Mumbai, Maharashtra, India Cloud Counselage Pvt Ltd Full time

    Company Overview">Cloud Counselage Pvt. Ltd. is a dynamic and forward-thinking company dedicated to delivering innovative solutions in the field of IT operations. Our vision is to empower individuals and organizations by providing cutting-edge technology services that drive efficiency, productivity, and growth.About the Role">We are seeking a highly...


  • Mumbai, Maharashtra, India Intellect Design Arena Ltd Full time

    Intellect Design Arena Ltd is seeking a highly skilled Business Operations Specialist - Technical Support to join our team. As a key member of our technical support group, you will be responsible for providing top-notch support to our clients.Job SummaryWe are looking for a talented individual with strong technical skills and excellent communication...


  • Mumbai, Maharashtra, India Soho House & Co Full time

    About UsSoho House & Co is a leading provider of innovative solutions in the engineering and construction industry. We offer a dynamic work environment that fosters creativity, collaboration, and growth.Our mission is to deliver exceptional results through our team's expertise, passion, and dedication. We prioritize equality, respect, and kindness in all...


  • Mumbai, Maharashtra, India Wipro Digital Operations and Platforms Full time

    We are seeking an Operational Excellence Manager to support business partners in Mumbai, India. The ideal candidate will have 5-8 years of experience in process excellence and Lean Six Sigma methodology.This role involves facilitating and leading improvement projects based on Lean/Six Sigma principles, providing analytics support to business leaders, and...


  • Mumbai, Maharashtra, India Onclusive Full time

    Job Overview:The Technical Support Team Lead - Cloud Operations will play a key role in ensuring the smooth operation of our cloud environments. This individual will lead a team of system engineers in managing our Linux servers, AWS, and Azure cloud environments.Responsibilities:Team Leadership:Lead and mentor the support team, promoting skill growth and...


  • Mumbai, Maharashtra, India Kaam Full time

    Job Title:Senior Technical Operations Manager">Estimated Salary: $120,000 - $180,000 per annum">We are seeking a Senior Technical Operations Manager to drive the technology and operational strategy of our platform. The successful candidate will oversee the technical architecture, ensure smooth platform operations, and collaborate across departments to...


  • Mumbai, Maharashtra, India Piramal Enterprises Full time

    ResponsibilitiesManage the day-to-day functions of the Application Support departmentEnsure efficient and effective service deliveryRespond to escalated application support issuesInnovate and implement processes, systems, and technology to support the technical support functionThe successful candidate will have 8+ years of experience in application support,...


  • Mumbai, Maharashtra, India Insight Business Machines Pvt. Full time

    Job OverviewAt Insight Business Machines Pvt., we are seeking a highly skilled Technical Support Specialist to join our team. This role is responsible for providing top-notch technical support to our clients, ensuring their computer systems and hardware operate smoothly.Key Responsibilities:Handle daily technical support activities, including desktop...


  • Mumbai, Maharashtra, India ProPMO Services Private Limited Full time

    Job Title: Technical Support SpecialistWe are seeking a highly skilled Technical Support Specialist to join our team at ProPMO Services Private Limited. The ideal candidate will have excellent communication skills, both written and verbal, and experience in application support.The successful candidate will be responsible for:- Providing quick resolution to...


  • Mumbai, Maharashtra, India Wipro Digital Operations and Platforms Full time

    Job DescriptionWe are seeking a highly skilled Operations Excellence Manager to join our team at Wipro Digital Operations and Platforms in Mumbai. This is an exciting opportunity for a seasoned professional with a strong background in process excellence, business improvement, and leadership.Key ResponsibilitiesFoster a culture of continuous improvement...


  • Mumbai, Maharashtra, India Radix Full time

    At Radix, we are revolutionizing the internet with innovative domain names. As a Customer Support Director - Technical Operations, you will play a vital role in delivering exceptional customer support experiences, focusing on high-quality service and customer satisfaction.About the RoleWe seek an experienced professional with a strong background in customer...


  • Mumbai, Maharashtra, India Insight Business Machines Pvt. Full time

    Job OverviewWe are seeking a highly skilled Technical Support Specialist to join our team at Insight Business Machines Pvt. as a Troubleshooting Expert.The successful candidate will be responsible for providing exceptional technical support to our customers, ensuring that their issues are resolved efficiently and effectively.Salary: ₹ 8,50,000 - ₹...


  • Mumbai, Maharashtra, India ARCON Full time

    We are seeking a detail-oriented and technically proficient Technical Support Specialist for Identity and Access Management to join our team.The ideal candidate will have a strong background in user access management, system configuration, and troubleshooting, with a focus on PAM, IAM and allied identity technologies.Key Responsibilities:Provide technical...


  • Mumbai, Maharashtra, India Cloud Counselage Pvt Ltd Full time

    About the Job:Cloud Counselage Pvt Ltd is committed to delivering exceptional technical support to our clients. As a Technical IT Support Specialist, you will play a crucial role in ensuring the smooth operation of our IT systems.Job OverviewYou will be responsible for providing second-level support to end-users, troubleshooting software, hardware, and...


  • Mumbai, Maharashtra, India GM Infotech Full time

    We are seeking a talented Technical Operations Director to lead our technical operations team. The successful candidate will have a strong background in IT infrastructure management and a proven track record of implementing and managing ITIL frameworks.Job Responsibilities:Leading technical operations, including incident and problem management...


  • Mumbai, Maharashtra, India Nerve Solutions Full time

    Role OverviewAs a Support Specialist at Nerve Solutions, you will play a pivotal role in delivering technical support and customer service for our in-house RMS product. You will engage with clients, troubleshoot issues, and collaborate with internal teams to ensure seamless operation and resolution of problems. Your understanding of financial markets will be...


  • Mumbai, Maharashtra, India Lafit Lighting Solutions LLP Full time

    Job DescriptionLafit Lighting Solutions LLP is seeking a highly skilled Technical Support and Solutions Leader to join our team. In this role, you will be responsible for providing exceptional technical support to our sales activities, ensuring seamless client engagements, and driving process optimization.Key ResponsibilitiesTechnical Support for Sales...


  • Mumbai, Maharashtra, India Aarav Global Products & Services Pvt. Ltd. Full time

    Aarav Global Products & Services Pvt. Ltd. is seeking a highly skilled Technical Operations Expert to join our team. As a key member of our technical operations group, you will be responsible for providing second-line support for various application servers, including Tomcat, Apache HTTPD, NGINX, and Oracle WebLogic. Your expertise in database management...