Global Technical Support Manager/Head

2 weeks ago


Bengaluru, Karnataka, India Zinier Full time

At Zinier, we are committed to empowering the global workforce with innovative technology solutions. As a leader in this mission, we are seeking an experienced Global Technical Support Head to join our team.

The estimated annual salary for this role is $140,000-$180,000, depending on location and experience.

About Us

We are a dynamic company headquartered in Silicon Valley, with a hybrid workforce spread across multiple locations worldwide. Our team is dedicated to delivering exceptional customer experiences and driving business growth through technology.

Job Description

We are looking for a seasoned professional to lead our global support team and drive process optimization initiatives. The successful candidate will be responsible for:

Leadership and Management
  • Leading and mentoring a high-performing global support team, fostering a collaborative culture and setting performance goals.
  • Overseeing the recruitment, training, and development of support staff to ensure they have the necessary skills and knowledge.
Operational Management
  • Managing daily support operations, ensuring efficient resolution of customer issues and implementing standardized processes.
  • Developing and implementing best practices across all regions, allocating resources effectively to ensure coverage and support during peak times.
Customer Experience
  • Monitoring customer satisfaction metrics and implementing strategies to improve the customer experience.
  • Handling escalated customer issues, ensuring timely and satisfactory resolution, and maintaining clear communication with customers.
Performance Metrics and Reporting
  • Tracking and analyzing key performance indicators (KPIs) to measure support team effectiveness.
  • Providing regular reports and insights to senior management on support performance and customer satisfaction.
  • Identifying opportunities for process improvements and implementing changes to enhance support efficiency and effectiveness.
Requirements
  • Bachelor's degree in a related field and 15+ years of experience in support or a relevant role.
  • Proven track record of scaling and managing global or regional support teams.
  • Strong knowledge of advanced troubleshooting methodologies, excellent communication and leadership skills.
  • Strong analytical and problem-solving skills, knowledge of operating systems, cloud services, and server administration.
  • Experience with ticketing systems and remote support tools.


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