Technical Service Delivery Manager

7 days ago

Bengaluru, Karnataka, India beBeeTechnical Full time
Customer Support Manager Job Overview

As a Customer Support Manager, you will lead and manage a team of technical support representatives, ensuring exceptional customer service and driving team performance. Your expertise in technical troubleshooting and problem-solving will help resolve complex customer issues efficiently.

The ideal candidate will have strong leadership and people management skills to motivate and inspire the team to achieve goals. You will also be responsible for developing and implementing effective strategies, policies, and procedures to enhance technical support services.

Key Responsibilities:

  • Lead and manage a team of technical support representatives to deliver exceptional customer service
  • Develop and implement effective strategies, policies, and procedures for technical support services
  • Monitor and analyze support metrics to identify areas for improvement
  • Collaborate with cross-functional teams to ensure effective communication and timely resolution of customer issues
  • Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them
  • Develop and deliver training programs to enhance the technical skills and knowledge of the support team
  • Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning

Required Skills and Qualifications:

  • Strong leadership and people management skills to motivate and inspire the team to achieve goals
  • Excellent technical troubleshooting and problem-solving skills (Cloud Technologies)
  • Proven experience in managing 24x7 technical support operations
  • Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams
  • Strong customer service orientation and commitment to delivering exceptional customer experiences
  • Ability to work well under pressure and handle multiple tasks simultaneously while maintaining a high level of customer service

Qualifications:

  • Bachelor's degree in a relevant field, such as computer science or information technology
  • Proven experience (15+ years) in managing a technical support team or a similar role. Minimum 5 years people management experience
  • Strong knowledge of technical support best practices and methodologies
  • Experience in using support management tools and systems
  • Excellent written and verbal communication skills
  • Strong analytical and problem-solving abilities
  • Ability to work independently and collaboratively in a team environment
  • PMP or ITIL certification (preferred)
  • Previous experience in the software or technology industry (preferred)

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