Technical Support Manager

2 days ago

Tiruchi, Tamil Nadu, India beBeeSupportManager Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
About the Role

Our team is seeking an experienced leader to oversee technical and client support services.

This key position involves direct, hands-on management of tech and client support activities, collaborating with other internal teams and stakeholders, and ensuring timely resolution of all production issues.

  • Key Responsibilities:
  • Serve as the 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 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.
  • Communication and Collaboration:
  • Collaborate with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication and issue resolution.
  • Maintain regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction.
  • Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.
  • 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, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution.
  • Create MIS presentations, reports and dashboards on production issues and client inquiries.
Required Skills and Qualifications

Expected experience: 12+ years with at least 5 years 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.

ITIL certification is a plus.

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