Technical Support Operations Lead

2 days ago

Chennai, Tamil Nadu, India beBeeCybersecurity Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Key Technical Support Position

A seasoned Senior Manager or Director of Technical Support is required to lead our technical support operations and ensure exceptional service delivery and customer satisfaction.

Job Description

The ideal candidate will have over 12 years of experience in technical support, particularly within the cybersecurity sector. They will be responsible for developing and implementing strategic plans for the technical support department, aligning with objectives and enhancing the customer experience.

Key Responsibilities:

  • Develop and implement strategic plans for the technical support department, focusing on delivering exceptional service and customer satisfaction.
  • Lead and mentor a team of technical support professionals, fostering a high-performance culture and ensuring effective problem resolution.
  • Manage day-to-day technical support operations, ensuring timely resolution of complex issues related to cybersecurity products.
  • Drive improvements in support processes to deliver outstanding service, focusing on efficiency and customer satisfaction.
  • Continuously assess and refine support strategies, tools, and methodologies to enhance team performance and customer outcomes.
  • Partner with product management, engineering, and sales teams to address technical challenges, incorporate customer feedback, and drive product enhancements.
  • Monitor key performance indicators (KPIs), generate detailed reports on support metrics, and provide actionable insights to senior management.

Qualifications and Skills

  • Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field.
  • A Master's degree is preferred.
  • 12+ years in technical support with a strong background in cybersecurity products.
  • Proven track record in managing support teams and addressing complex technical issues.

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