Technical Support Manager

4 weeks ago


Hyderabad, Telangana, India Arrise Solutions (India) Pvt. Ltd Full time
Job Title: Technical Support Manager

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.
Requirements:
  • 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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