Support Team Lead

17 hours ago


Thrissur, Kerala, India beBeeService Full time ₹ 18,00,000 - ₹ 25,00,000
Technical Support and Client Service Manager

This is a pivotal role within our organization, responsible for facilitating efficient and effective technical and client support services. Directly managing tech and client support activities, collaborating with internal teams, and ensuring timely resolution of all production issues are key responsibilities.

Key Responsibilities:

  • Serve as the primary point of 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.

Qualifications and Skills:

  • 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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