Technical Support Lead

4 days ago

Vijayawada, Andhra Pradesh, India beBeeSupport Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Drive business outcomes through exceptional technical and client support services.

About this role:

The Support Manager is a pivotal position that ensures seamless technical and client support, enabling our teams to focus on high-value tasks and deliver exceptional results.

  • Strategically manage technical and client support activities, fostering collaboration with internal teams and stakeholders.
  • Proactively monitor support/ticket queues and provide timely updates, resolutions, and client inquiries and production issues.
  • Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster efficiently.
  • Act as the incident/fire captain in case of production incidents/fires.
  • Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.

Requirements:

  • 12+ years of experience, with at least 5 years managing a support team.
  • Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team.
  • Experience handling 24/7 support and working with geographically dispersed teams.
  • Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals.

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