Manager - Technical Support (12499)
4 weeks ago
Who are we?
Whatfix is a leading global player in the Digital Adoption Platform (DAP) landscape, providing a SaaS platform that accelerates product adoption and reduces support and training efforts for large enterprises, predominantly Fortune 500 companies. As we continue to expand and redefine the way companies onboard, train, and support their users, we're looking for a dedicated Manager, Support to join our team.
About the role:
As a Manager, Support, you will oversee a team of Technical Support Engineers (TSE). You are responsible for the day to day operations of a team. As a liaison between customers and internal teams, you will be in charge of actively monitoring, reporting, and driving improvements to team-level metrics and KPIs. You will also be in charge of optimizing and developing support procedures. You'll collaborate with engineering, product management, Solutions, and sales as part of your cross-functional work.
Responsibilities:
Manage and mentor a team of TSE to ensure that customer issues are managed within target Service Level Agreements (SLA) and all the incoming technical and product inquiries are responded to, in a timely, professional, and effective manner.
Manage resource allocation for the team and ensure the successful execution of all customer tickets.
Collaborate with internal teams, including Customer Success, Solutions, PM, Engineering, and Product.
Drive continuous process improvements, developing best practices for the Support team.
Act as an escalation point for complex technical issues, coordinating with internal teams and customers to provide effective solutions within SLA.
Monitor team performance against metrics and KPIs, taking corrective actions as needed to ensure targets are met.
Facilitate knowledge sharing and foster a culture of learning within the team.
Conduct performance evaluations, manage any performance issues, and handle team member compensation and promotions.
Participate in hiring activities to grow the team as needed, including interviewing, selecting, and onboarding new team members.
Requirements:
Bachelor's or Professional degree in a relevant field
Prior experience managing a team of Technical and Customer-Facing employees
7-10 years of proven experience in technical support, application support, or any customer-facing roles, with at least 2 years in a managerial or supervisory capacity
Strong presentation, verbal, and written communication skills.
Proficiency in JavaScript, CSS, and HTML.
Familiarity with Enterprise Applications such as Salesforce, MS Dynamics, SAP, and Oracle is a plus.
Excellent problem-solving abilities and a customer-centric approach.
Why join us?
Work with a top 20 B2B tech company that boasts many Fortune 500 companies as customers.
Be part of a company recognized as a global market leader by Gartner in the digital adoption space.
Join a team that is customer-obsessed, with a customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights.
Contribute to a company that has been selected as a Gold Stevie Award winner in the 2023 American Business Awards for Customer Service Department of the Year.
Work Location: Bengaluru
Work Mode: 5 days of work from the office
Work timings: 5:30 PM - 2:30 AM IST (North America Shift)
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