Technical Support Leadership Role

2 weeks ago


Bengaluru, Karnataka, India Whatfix Full time
About the Position

Whatfix, a leading global player in the Digital Adoption Platform (DAP) landscape, is seeking an experienced Manager, Technical Support to oversee its technical support operations.

The ideal candidate will have prior experience managing a team of technical support engineers and will be responsible for driving continuous process improvements, developing best practices for the Support team, and ensuring that customer issues are managed within target Service Level Agreements (SLAs).

Responsibilities
  1. Team Management: Manage and mentor a team of Technical Support Engineers (TSEs) to ensure timely and effective resolution of customer issues.
  2. Process Improvement: Drive continuous process improvements and develop best practices for the Support team to optimize processes and improve efficiency.
  3. Cross-Functional Collaboration: Collaborate with internal teams, including Customer Success, Solutions, Product Management, Engineering, and Sales, to provide effective solutions and drive business outcomes.
  4. Escalation Point: Act as an escalation point for complex technical issues, coordinating with internal teams and customers to provide effective solutions within SLA.
  5. Performance Monitoring: Monitor team performance against metrics and KPIs, taking corrective actions as needed to ensure targets are met.
Requirements
  • Bachelor's or Professional degree in a relevant field.
  • Prior experience managing a team of technical support engineers.
  • 7-10 years of proven experience in technical support, application support, or any customer-facing roles, with at least 2 years in a managerial or supervisory capacity.
  • Strong presentation, verbal, and written communication skills.
  • Proficiency in JavaScript, CSS, and HTML.
Why Join Us?

As a Manager, Technical Support at Whatfix, you will have the opportunity to work with a top 20 B2B tech company that boasts many Fortune 500 companies as customers. You will also be part of a company recognized as a global market leader by Gartner in the digital adoption space. Our customer-centric approach has earned us a customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights. Additionally, we have been selected as a Gold Stevie Award winner in the 2023 American Business Awards for Customer Service Department of the Year.

Work Location: Bengaluru

Work Mode: 5 days of work from the office

Work Timings: 5:30 PM - 2:30 AM IST (North America Shift)



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