Technical Support Manager

3 weeks ago


Bengaluru, Karnataka, India WARPDRIVE TECH WORKS LLP Full time

Job Title: Technical Support Manager

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About WARPDRIVE TECH WORKS LLP

We are a leading technology company seeking an experienced Technical Support Manager to oversee and lead our technical support team. Our ideal candidate will have extensive experience in technical support, leadership, and problem-solving.

Job Summary:

We are looking for a highly skilled Technical Support Manager to join our team. The successful candidate will be responsible for managing the day-to-day operations of the technical support team, ensuring effective and efficient troubleshooting, issue resolution, and customer service.

About the Role:

  • Lead and manage the technical support team to ensure high-quality customer service.
  • Act as the escalation point for complex technical issues and guide the team in troubleshooting and resolving critical issues.
  • Develop, implement, and maintain best practices, standards, and policies for the technical support team.
  • Monitor team performance and customer satisfaction, ensuring KPIs and SLAs are consistently met.
  • Manage and prioritize support tickets, ensuring high-priority issues are addressed promptly.
  • Collaborate with cross-functional teams to ensure customer issues are resolved quickly.
  • Conduct regular team training and knowledge-sharing sessions to improve technical skills and support capabilities.
  • Prepare reports on team performance, issue trends, and resolutions for management and stakeholders.

Requirements:

  • 7+ years of experience in technical support, with at least 2 years in a leadership or supervisory role.
  • Strong technical knowledge of networking, systems administration, cloud platforms, hardware/software troubleshooting, etc.
  • Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
  • Proven ability to manage, motivate, and mentor a technical support team.
  • Excellent problem-solving skills and ability to work under pressure.
  • Strong written and verbal communication skills, with the ability to communicate technical information to non-technical users.
  • Ability to analyze performance metrics and make data-driven decisions.
  • Strong organizational and time management skills, with the ability to handle multiple priorities and tasks.

Estimated Salary:$120,000 - $150,000 per year



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