Service Delivery Specialist

2 weeks ago

Solapur, Maharashtra, India beBeeSupport Full time ₹ 2,30,40,000 - ₹ 2,59,20,000

**Job Description**

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  • As a Support Manager, you will play a vital role in ensuring the efficient and effective provision of technical and client support services to our organization.

You will be responsible for direct hands-on management of tech and client support activities, collaborating with internal teams and stakeholders, and ensuring timely resolution of all production issues.

The Support Manager serves as the primary point of contact for clients and internal teams on support-related inquiries, acting as a liaison between clients, technical support staff, CSMs, and other departments.

**Key Responsibilities:**

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  • 1. Support Management: Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
  • 2. Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.
  • 3. Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
  • 4. Act as the incident/fire captain in case of production incidents/fires.
  • 5. Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
  • 6. Build and manage the tech and client support team members.

**Required Skills and Qualifications:**

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  • • 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.

**Benefits:**

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  • If you are looking for a challenging role that offers opportunities for growth and development, this could be the perfect opportunity for you.
  • Our company values diversity and inclusion, and we welcome applications from candidates from diverse backgrounds.

**Others:**

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  • ITIL certification is a plus.

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