Technical Support Leader

6 days ago

Dindigul, Tamil Nadu, India beBeeSupportManager Full time ₹ 1,20,00,000 - ₹ 1,60,00,000

Job Description:

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  • We are seeking a highly skilled and experienced Support Manager to join our team. The successful candidate will be responsible for providing technical support to clients, resolving issues efficiently, and ensuring high levels of client satisfaction.">
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Key Responsibilities:

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  • Serve as the primary point of contact for clients, 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">
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Required Skills and Qualifications:

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  • 12+ years of experience with at least 5 years of experience managing a support team">
  • Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team">
  • Experience in handling 24/7 support and working with geographically dispersed teams">
  • 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">
  • Flexibility and adaptability to work in a fast-paced and dynamic environment">
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Benefits:

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  • The opportunity to work with a talented team of professionals">
  • A competitive salary and benefits package">
  • Ongoing training and development opportunities">
  • The chance to make a real impact in the industry">
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What We Offer:

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  • A collaborative and dynamic work environment">
  • Opportunities for career growth and advancement">
  • A comprehensive benefits package">
  • Professional development opportunities">

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