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Senior Manager, Technical Support
Avalara Technologies
posted 6d ago
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Flexible timing
Key skills for the job
Job Description
What Youll Do
The Sr. Manager, Technical Support is responsible for leading and managing a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. This role involves overseeing the day-to-day operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Sr. Manager will also play a key role in developing and implementing strategies to improve advanced support services and optimize the customer experience.
What Your Responsibilities Will Be
Team Leadership
- Supervise, mentor, hire, and provide guidance to a team of technical support professionals.
- Set performance goals, conduct regular performance evaluations, and provide constructive feedback.
- Foster a positive and collaborative team environment to encourage productivity and innovation.
Technical Support Operations
- Oversee the technical support operations, ensuring timely and effective resolution of customer issues and inquiries.
- Develop and implement support processes to optimize efficiency and enhance customer satisfaction.
- Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs).
- Regularly identify improvement areas and take initiatives to improve and optimize support KPIs and customer experience across complex customer environments.
Customer Interaction
- Handle escalated customer issues, providing expert technical assistance and ensuring swift resolution.
- Collaborate with customers to understand their technical challenges, identify root causes, and deliver comprehensive solutions.
- Communicate technical information effectively to both technical and non-technical customers.
Cross-Functional Collaboration
- Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements.
- Work closely with the training department to ensure technical support staff is well-trained and up-to-date with product knowledge.
- Participate in cross-functional meetings to align support strategies with overall company goals.
Performance Analysis and Reporting
- Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery.
- Prepare regular reports on key performance indicators (KPIs) and present findings to the senior management team.
Continuous Improvement
- Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance.
- Stay updated with industry trends and best practices to implement innovative support solutions.
Qualifications
- 8+ years of experience building and leading a technically focused, customer-facing advanced support team.
- Experience with cross-functional collaboration with other teams.
- Experience with mainstream ERP, CRM, or accounting SaaS software.
- Excellent knowledge of CRM tools like Salesforce, ServiceNow, etc.
- Presentable experience in support process engineering and improvement.
What Youll Need to be Successful
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Effective communication skills, both verbal and written.
- Ability to work collaboratively across departments.
- Bachelor s degree in a relevant field; advanced degree preferred.
- Proficiency in analyzing support metrics and customer feedback.
Employment Type: Full Time, Permanent
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What people at Avalara Technologies are saying
What Avalara Technologies employees are saying about work life
based on 274 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Avalara Technologies Benefits
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Employee Assistance Program Childcare Reimbursement Program Flex-Wallet Healthcare Benefits Wellbeing Benefits
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Avalara Technologies Pune Office Location
Pune, Maharashtra Office
Headquarter
7th floor, Amar Sadanand Tech Park (ASTP, Sadanand Estates, Baner Rd, opposite AMAR BUSINESS PARK, Veerbhadra Nagar, Baner
Pune, Maharashtra
411045
411045
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