Support Operations Expert

5 days ago

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

As a Product Support Leader, you will lead a team of technical support professionals in delivering exceptional customer experiences. Your leadership skills and expertise in technical support operations will drive efficiency and innovation within the team.

Key Responsibilities:
  • Supervise, mentor, hire, and provide guidance to a team of technical support professionals.
  • Manage a team of first-line managers and leads, setting performance goals, conducting regular evaluations, and providing constructive feedback.
  • Foster a positive and collaborative team environment to encourage productivity and innovation.
Technical Support Operations:
  • Oversee technical support operations, ensuring timely and effective resolution of customer issues and inquiries.
  • Develop and implement support processes to optimize efficiency and enhance customer satisfaction.
  • Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs).
Cross-Functional Collaboration:
  • Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements.
  • Work closely with the training department to ensure technical support staff is well-trained and up-to-date with product knowledge.
  • Participate in cross-functional meetings to align support strategies with overall company goals.
Performance Analysis and Reporting:
  • Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery.
  • Prepare regular reports on key performance indicators (KPIs) and present findings to senior management.
Requirements:
  • Excellent knowledge of CRM tools like Salesforce and ServiceNow.
  • Experience in managing different support channels like portals, chat, phone, and email.
  • Presentable experience in support process engineering and improvement.

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