Senior Technical Support Manager

1 day ago

Pune, Maharashtra, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 28,00,000
Technical Support Leadership Role

We are seeking a skilled and experienced Technical Support Leader to oversee our technical support operations. The ideal candidate will have a strong background in leading teams, managing processes, and driving customer satisfaction.

Job Description:

  • Foster a positive and collaborative team environment to encourage productivity and innovation.
  • Oversee the technical support operations, ensuring timely and effective resolution of customer issues and inquiries.
  • Develop and implement support processes to optimize efficiency and enhance customer satisfaction.
  • Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs).
  • Regularly identify improvement areas and take initiatives to improve & optimize support KPIs and customer experience, across complex customer environments.

Required Skills and Qualifications:

  • 5+ years of experience building and leading a technically focused, customer-facing, advanced experience support team.
  • Experience with mainstream ERP, CRM or accounting SaaS software.
  • Excellent knowledge of CRM tools like Salesforce, Service now etc.
  • Presentable experience in support process engineering and improvement.

Benefits:

  • Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery.
  • Prepare regular reports on key performance indicators (KPIs) and present findings to senior management.

Cross-Functional Collaboration:

  • Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements.
  • Work closely with the training department to ensure technical support staff is well-trained and up-to-date with product knowledge.

Performance Analysis and Reporting:

  • Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance.
  • Stay updated with industry trends and best practices to implement innovative support solutions.

Qualifications:

  • Strong leadership skills and ability to motivate a team.
  • Excellent communication and interpersonal skills.
  • Able to analyze data and make informed decisions.

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