Technical Support Manager
4 weeks ago
We are seeking a highly skilled and experienced Technical Support Manager to join our team at Arrise Solutions (India) Pvt. Ltd. The successful candidate will be responsible for leading and motivating a world-class technical support team across diverse technologies.
Key Responsibilities:- Manage a support team to achieve business objectives, including customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
- Develop and maintain support procedures and policies.
- Represent the Support department on cross-organizational teams to deliver on organizational objectives.
- Manage workflows and schedules for direct reports and ensure adequate workload coverage.
- Deliver regular reports on business performance.
- Manage key processes, including FAQ analysis, case reviews, and customer feedback analysis.
- Ensure direct reports have the resources, information, and processes necessary to deliver effective technical solutions to customers.
- Provide high-quality technical and soft-skills training for direct reports.
- Deliver performance reviews for direct reports and provide regular feedback on performance.
- Advocate for customers and define ways to continually add value to the customer experience.
- Serve as a manager, mentor, knowledge resource, and escalation point for support agents.
- Foster and facilitate the professional growth and development of team members.
- 8-10 years of experience in technical support, with a strong understanding of technical issues and hands-on skills.
- Excellent communication and stakeholder management skills, with a good understanding of metrics and SLAs.
- Work experience in a similar role in the iGaming industry is preferred.
- Bachelor's degree in Software Engineering, Computer Science, or a related technical field.
- MBA and/or industry certifications, such as PMP, PRINCE2, ITIL, or Six Sigma, are preferred.
- Strong experience in managing technical support professionals.
- Experience working with web applications, CMS, and support tools and systems.
- Excellent written and verbal communication skills.
- Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
We offer a dynamic and innovative work environment, with opportunities for professional growth and development. If you are a motivated and experienced technical support professional, we encourage you to apply for this exciting opportunity.
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