Technical Support Leader

24 hours ago


Meerut, Uttar Pradesh, India beBeeSupport Full time US$ 1,50,000 - US$ 2,00,000
Job Overview

We are seeking an experienced Support Manager to facilitate efficient and effective technical and client support services.

Key Responsibilities:
  • Serve as 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 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 tech and client support team members.
Requirements:

This role requires 12+ years of experience with at least 5 years managing a support team. Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team is also necessary.

About the Role

The Support Manager plays a vital role in ensuring timely resolution of production issues and excellent client satisfaction. The ideal candidate will have strong organizational and time management skills, with ability to prioritize and multitask effectively.



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