Technical Support Director

3 days ago

Dindigul, Tamil Nadu, India beBeeCustomerCentric Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Technical Support Director

Role Overview:

The position involves overseeing the technical support operations to ensure customer satisfaction. You will lead a team of professionals and collaborate with cross-functional teams to deliver exceptional support.

This role requires a proactive approach, efficient resolution of escalated issues, and continuous improvement based on data-driven insights.

Key attributes include being a self-starter who thrives in a dynamic environment, having a customer-centric approach, a bias for action, and effective collaboration skills.

Key Competencies:

  • Understand customer needs and expectations.
  • Foster a culture that values customer satisfaction.
  • Provide guidance and training to the support team.
  • Lead and inspire a team to achieve performance goals.
  • Identify and resolve complex technical & functional issues efficiently.
  • Implement measures to prevent recurring problems.
  • Communicate effectively with customers and stakeholders.

Responsibilities:

  • Manage metrics for customer support teams (SLA's, CSAT, Response and Resolution Time).
  • Oversee the resolution of customer issues through various channels.
  • Monitor service level agreements (SLAs) for support response and resolution times.
  • Recruit, train, and manage a team of support specialists.
  • Stay updated on features, provide training on new features and changes.
  • Conduct regular audits of customer interactions.
  • Ensure accurate documentation of support processes.
  • Develop knowledge base articles for customer self-service.
  • Own the overall KPIs for customer support.

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