Senior Technical Support Manager

2 days ago

Chennai, Tamil Nadu, India beBeeCustomerSupport Full time ₹ 12,00,000 - ₹ 16,00,000
Technical Customer Support Lead Job Description

The primary objective of the Technical Customer Support Lead is to spearhead a team responsible for delivering top-notch technical support to customers. This involves developing and implementing strategies to enhance customer satisfaction, reduce query volumes, and improve overall support processes.

Key Responsibilities:

  • Lead a team of technical support specialists in resolving complex customer queries efficiently.
  • Collaborate with cross-functional teams to develop and implement process improvements that drive customer satisfaction.
  • Develop and maintain knowledge base articles, FAQs, and other documentation to facilitate self-service support.
  • Identify and report trends, patterns, and areas for improvement in support processes.
  • Maintain accurate records of customer interactions, including tickets, calls, and emails.

Required Skills and Qualifications:

  • 5+ years of experience in SaaS technical support or similar project-focused roles.
  • Proven leadership skills with the ability to motivate and guide a team.
  • Excellent written and verbal communication skills, with the ability to convey technical concepts clearly and professionally.
  • Strong analytical skills with intermediate to advanced proficiency in Excel.
  • Ability to work effectively in a fast-paced, dynamic environment with multiple priorities.

Benefits:

  • Opportunity to lead a team and contribute to the growth of a rapidly expanding organization.
  • Competitive compensation package, including bonuses and benefits.
  • Professional development opportunities, including training and education programs.

Others:

Kindly share your updated CV to [insert contact information].

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