Technical Support Manager

2 days ago

Chennai, Tamil Nadu, India beBeeSupport Full time

About Our Support Role

We are looking for a skilled and experienced support manager to join our team. In this role, you will be responsible for facilitating efficient and effective technical and client support services for our organization.

  • Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
  • Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.
  • Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
  • 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.
  • Build and manage the tech and client support team members.
What We're Looking For:
  • A minimum of 12 years of experience in a support or coordination management role within a SaaS/technology solutions team.
  • Prior experience handling 24/7 support and working with geographically dispersed teams is a plus.
  • Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals.
  • Problem-solving skills and the ability to analyze information to identify root causes and recommend appropriate solutions.
  • Strong organizational and time management skills, with the ability to prioritize and multitask effectively.
  • Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.
  • Ability to work well in a team environment, collaborating with colleagues and stakeholders at various levels.

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