Technical Service Director

2 days ago

Pune, Maharashtra, India beBeeSupport Full time ₹ 15,00,000 - ₹ 25,00,000

The role of Support Manager is a pivotal one in the technical and client support services landscape.

Key Responsibilities
  • Manage support activities, triage, and assign support tickets to resources/teams.
  • Monitor support queues, provide timely responses, updates, and resolutions for client inquiries and production issues.
  • Coordinate support activities, schedule hand-offs & meetings, and manage the support roster.
  • Act as incident/fire captain during production incidents/fires.
  • Evaluate support metrics to identify areas for improvement.
  • Build and manage the tech and client support team.
Collaboration and Communication
  • Collaborate with cross-functional teams to facilitate knowledge sharing, client communication, and issue resolution.
  • Maintain regular communication with clients, providing updates on inquiry status and ensuring high client satisfaction.
  • Act as liaison between clients and internal teams, conveying feedback and expectations.
Documentation and Knowledge Management
  • Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.
  • Analyze client feedback and support data to identify trends and create documentation for faster issue resolution.
  • Create MIS presentations, reports, and dashboards on production issues and client inquiries.

The ideal candidate will possess strong leadership skills, effective communication abilities, and a passion for delivering exceptional customer service. They will be responsible for managing a team of support specialists, coordinating support activities, and ensuring timely resolution of production issues.

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