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Engaged Employer

Avalara Technologies

Compare

3.5

based on 271 Reviews

156 Avalara Technologies Jobs

Manager, Technical Support

Avalara

3.5

based on 271 Reviews

5-10 years

Pune

1 vacancy

Manager, Technical Support

Avalara Technologies

posted 8hr ago

Job Role Insights

Flexible timing

Key skills for the job

Salesforce ERP Systems CRM Wellness Continuous Improvement Support Services

+ 4 more

Job Description

What Youll Do

The 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 Manager, Technical Support will also play a key role in developing and implementing strategies to improve advanced support services and optimize customer experience.

What Your Responsibilities Will Be

Sanjana / Saurabh - Currently I put a full stop / period in this section just so I could save. This can be adjusted to accommodate as needed. I followed approach Sandeep took on breaking this out more clearly.

What Youll Need to be Successful

Team Leadership:

Supervise, mentor, hire and provide guidance to a team of Technical Account Managers and Tier 3 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 & optimize support KPI s and customer experience, across complex customer environments

Customer Interaction:

Handle escalated customer issues, escalations 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 and Support Tools:

5+ years of experience building and leading a technically focused, customer-facing, advanced experience support team
Experience with mainstream ERP, CRM or accounting SaaS software
Excellent knowledge of CRM tools like Salesforce, Service now etc
Presentable experience in support process engineering and improvement

Employment Type: Full Time, Permanent

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