Expert Technical Service Leader

4 days ago

Kota, Rajasthan, India beBeeSupport Full time ₹ 1,80,00,000 - ₹ 2,50,00,000
Job Description

The Support Manager plays a pivotal role in facilitating efficient technical and client support services. This position involves direct management of tech and client support activities, collaborating with internal teams and stakeholders, and ensuring timely resolution of production issues.

  • 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.

Key Responsibilities:

1. Support Management

The Support Manager serves as the central point of contact for clients and internal teams on support-related inquiries.

The Support Manager acts as a liaison between clients, technical support staff, CSMs, and other departments.

2. Communication and Collaboration

The Support Manager collaborates with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication, and issue resolution.

The Support Manager maintains regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction.

The Support Manager acts as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.

3. Documentation and Knowledge Management

The Support Manager maintains accurate records of client interactions, support activities, and issue resolutions in a ticketing system.

The Support Manager analyzes client feedback and support data to identify trends, recurring issues, and areas for improvement, and creates or updates documentation for faster issue resolution.

The Support Manager creates MIS presentations, reports, and dashboards on production issues and client inquiries.

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