Technical Operations Specialist

5 days ago

Rajahmundry, Andhra Pradesh, India beBeeCustomerSupport Full time ₹ 25,00,000 - ₹ 30,00,000
Job Title: Product Support Lead

We are dedicated to bringing transparency and control in the time and attendance process. Leveraging face recognition and AI technologies, we strive to deliver exceptional customer experiences.

Our Culture:

At our organization, we genuinely care about every member we hire. You will learn new things regardless of your experience level.

As a Product Support Lead, you will play a vital role in ensuring customer satisfaction by overseeing and optimizing support operations.

The ideal candidate will be a self-starter who thrives in a dynamic environment, comes with a customer-centric approach, has a bias for action, and can effectively collaborate with cross-functional teams including Customer Success, Product, and Engineering.

Key Competencies:

  • Understand customer needs and expectations to provide effective and timely support.
  • Foster a customer-centric culture within the support team.
  • Provide technical guidance to the support team and customers.
  • Lead and inspire a team of support professionals to achieve performance goals.
  • Conduct regular team meetings and training sessions to enhance skills and knowledge.
  • Identify and resolve complex technical and functional issues efficiently.
  • Implement proactive measures to prevent recurring problems.
  • Communicate effectively with customers, internal teams, and stakeholders.
  • Collaborate with the product development team to provide insights from customer support.
  • Coordinate with CS/Product/Engineering teams to ensure that escalated customer support issues are resolved quickly and efficiently.
  • Measure and enhance customer experience with data-led decisions and tracking KPIs.

Roles and Responsibilities:

  • Identify and measure metrics for customer support teams (SLA's, CSAT, Response and Resolution Time).
  • Oversee the resolution of customer issues through various channels (tickets, chat, email, phone).
  • Monitor and maintain service level agreements (SLAs) for support response and resolution times.
  • Recruit, train, and manage a team of product support specialists.
  • Stay updated on the latest features, provide training to the support team on new features and changes.
  • Conduct regular audits of customer interactions for compliance and improvement.
  • Ensure accurate and up-to-date documentation of support processes and procedures.
  • Develop and update knowledge base articles for customer self-service.
  • Become a product expert - you will be a go-to resource for both customers and coworkers.
  • Own the overall KPIs for customer support. Present regular updates to the leadership team on support performance.

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