Manager - Technical Support
5 days ago
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Lead and supervise the technical support and field service team to ensure timely resolution of client issues.
Oversee installation, configuration, and maintenance of digital displays, kiosks, POS and related software.
Provide advanced troubleshooting support for hardware, software, and networking issues.
Coordinate with vendors and internal teams for part replacements, firmware updates, and system upgrades.
Maintain service-level agreements (SLAs) and monitor key performance indicators (KPIs) such as response time, uptime, and client satisfaction.
Develop and enforce standard operating procedures (SOPs) for installation, escalation, and remote diagnostics.
Document all support activities in CRM/ticketing systems and prepare performance reports.
Work closely with the sales and product teams to ensure smooth handover from deployment to after-sales service.
Conduct technical training sessions for team members and clients when required.
Continuously improve the service process through data insights and customer feedback.
Job Type: Full-time
Pay: ₹30, ₹45,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Health insurance
Ability to commute/relocate:
- Edapally, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- total work: 2 years (Required)
Language:
- Hindi (Preferred)
Work Location: In person
Expected Start Date: 01/11/2025
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