Technical Support Operations Lead

2 weeks ago

Rajahmundry, Andhra Pradesh, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 15,00,000

We are seeking a Technical Support Manager to join our team. As a key member of our organization, you will be responsible for driving world-class technical support with a strong focus on customer service.

About the Role

This position is designed to maximize customer satisfaction while reaching target goals. It drives process improvements and motivates others to accurately analyze, troubleshoot, diagnose, and resolve software or system-related issues.

The role involves interacting with customers via telephone and/or written internet-based communication, driving customer loyalty, and providing leadership and guidance to evolve operations while supporting new and existing products and services for a wide range of customers.

Key Responsibilities
  • Monitor and drive supervisors and staff performance.
  • Work to increase team efficiency and effectiveness.
  • Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.).
  • Address any customer satisfaction issues.
  • Coach and develop employees.
  • Participate in hiring new team members.
  • Perform any HR-related administrative tasks.
  • Lead weekly staff meetings, conduct regular employee one-on-one sessions, and annual reviews.
  • Address any performance management issues with employees.
  • Work with direct reports to understand and prioritize product issues.
Requirements

To perform this job successfully, an individual must have:

  • 8+ years' prior experience in a technical support role.
  • 4+ years' prior experience in a supervisory or management role.
  • Proficient in Microsoft Office suite.
  • Salesforce experience required.
  • Previous CRM experience required.
  • Prior experience in a data-driven environment.
  • Excellent attention to detail and time management skills.
  • Excellent change management skills.
  • Excellent oral and written communication skills.
  • Excellent customer service and conflict resolution skills.
  • Superior trouble-shooting and analytical skills.
  • Ability to lead and coach employees.
  • Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes.
What We Offer

We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

We are committed to creating a positive and inclusive work environment that supports the well-being of our employees.

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