IT Technical Support Supervisor

1 week ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 80,00,000 - ₹ 1,50,00,000
Technical Support Leader Position

This role is responsible for providing world-class technical support with a strong focus on customer satisfaction while achieving target goals. It drives process improvements, motivating others to accurately analyze, troubleshoot, diagnose, and resolve software or system-related issues.

This position interacts with customers via telephone and/or written internet-based communication and is responsible for driving customer loyalty. Additionally, it provides leadership and guidance to evolve operations while supporting new and existing products and services for a wide range of customers.

Key Responsibilities:

  • Monitors and drives supervisors and staff performance
  • Works to increase team efficiency and effectiveness
  • Monitors operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.)
  • Addresses any customer satisfaction issues
  • Coaches and develops employees
  • Participates in hiring of new team members
  • Performs any HR-related administrative tasks
  • Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews
  • Addresses any performance management issues with employees
  • Works with direct reports to understand and prioritize product issues
  • All other duties as assigned.

Required Qualifications:

  • 8+ years' prior experience in a technical support role
  • 4+ year's 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
  • Bachelor's degree or equivalent work experience.

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