Technical Support Manager

Job Details

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 support services and optimize customer experience.

Job Duties

Team Leadership:

• Supervise, mentor, hire and provide guidance to a team of technical support professionals.
• Manage team of first line managers and leads
• 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).
• Collaborate work with worldwide teams
• Regularly identify improvement areas and take initiatives to improve & optimise support KPIs and customer experience

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.

Support Tools: 

• Excellent knowledge of CRM tools like Salesforce, Service now etc.
• Experience in managing different support channels like portal, chat, phone & Email
• Presentable experience in support process engineering and improvement