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Technical Support Team Manager

4 weeks ago

Chennai, Tamil Nadu, India Careerschool HR Solutions Full time

Job Title: Technical Support Team Manager

Job Summary:

We are seeking a highly skilled Technical Support Team Manager to lead our team of technical support agents in a voice process environment. The ideal candidate will have a strong understanding of technical troubleshooting and problemsolving techniques, excellent communication skills, and the ability to interact effectively with customers and team members.

Key Responsibilities:

  • Lead and manage a team of technical support agents in a voice process environment
  • Provide guidance, coaching, and mentorship to team members to enhance their technical and customer service skills
  • Handle escalated technical issues and provide timely resolutions
  • Monitor team performance metrics and develop action plans to improve productivity and quality
  • Collaborate with cross-functional teams to address technical challenges and process improvements
  • Conduct regular performance evaluations and provide feedback for continuous improvement
  • Ensure adherence to company policies, procedures, and quality standards
  • Handle customer escalations and act as a point of contact for complex technical inquiries
  • Participate in recruitment, onboarding, and training activities for new team members
  • Assist in creating and updating technical support documentation and knowledge base

Requirements:

  • Bachelor's degree in a relevant field or equivalent work experience
  • Proven experience in a technical support role, preferably in a voice process environment
  • Demonstrated leadership and people management skills
  • Strong understanding of technical troubleshooting and problemsolving techniques
  • Excellent communication skills and the ability to interact effectively with customers and team members
  • Proficiency in using customer support software and CRM systems
  • Ability to work in a fast-paced and dynamic environment while maintaining high-quality standards
  • Proactive, self-motivated, and results-oriented mindset
  • Good understanding of voice communication protocols and technologies
  • Certifications in relevant technical areas will be an added advantage