Technical Support Leader

1 week ago

Thoothukudi, Tamil Nadu, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 12,00,000

Job Description:

 

About the Role:

We are seeking a highly skilled Technical Customer Support Lead to join our organization. The successful candidate will be responsible for providing exceptional customer support, resolving technical issues in a timely manner, and collaborating with cross-functional teams to improve customer support processes.


Main Responsibilities:

  • Develop and maintain strong relationships with customers through effective communication and issue resolution.
  • Identify root causes of issues and develop data-backed recommendations for operational improvements.
  • Stay up-to-date with industry trends and technologies to provide best-in-class support.
  • Meet or exceed performance metrics and targets, including first response time, resolution rate, and customer satisfaction.


Requirements:

  • 5+ years of experience in SaaS technical support, customer operations, or similar project-focused roles.
  • Intermediate to advanced proficiency in Excel, with experience working with large data sets to identify trends and resolve complex issues.
  • Strong analytical skills, with the ability to structure logical and data-backed recommendations for operational improvements.
  • Excellent written and verbal communication skills, with the ability to convey technical concepts clearly and professionally.
  • Detail-oriented with a commitment to accuracy, quality, and data security.
  • Comfortable working cross-functionally and across time zones, with partial overlap with US business hours.
  • Experience working with support ticketing systems such as Jira Service Desk; reporting and project configuration experience is a plus.


Preferred Qualifications:

  • Familiarity with customer invoicing, billing, or finance operations in a SaaS or B2B environment.


About Us:

We are committed to delivering exceptional customer experiences and improving customer support processes. Our team is passionate about providing the highest level of service and support to our customers.

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