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Technical Support Manager
ClearTax
posted 5d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Clear is looking to hire a Technical Support Manager, who will provide 24/7 global support for our SaaS products through multiple channels like calls, emails, and chat. You will troubleshoot technical issues, collaborate with teams to resolve customer concerns, and communicate solutions in clear, non-technical terms. Proactively addressing recurring issues and identifying opportunities for improvement will be key aspects of this role.
Responsibilities
You will provide product support to customers using our SAAS products globally. Channels of service include: Calls, Emails, Desktop remote and Chat Support
You collaborate with customer relationship managers to fully understand the issue. This involves reviewing screenshots, reproducing the problem, checking error logs, and troubleshooting the issues.
You will ask customers specific questions to quickly understand the root of the problem.
You keep the customer engaged throughout the case lifecycle and take ownership in providing timely updates to the customer.
You will work collaboratively across the team to get support (from peers or other internal stakeholders) and offer support when others need it.
You will proactively identify customers experiencing repeated issues or requests that are not resolved to the customer s satisfaction and escalate issues as needed.
You will communicate the root cause and resolution to customers in non-technical terms / easily consumable language.
You will identify repeated problems and opportunities for technological resolution to avoid future tickets with the same concerns.
You will ensure complete participation and contribution in organisation/process level initiatives that may be implemented occasionally to improve process efficiency.
Qualifications
Willingness to work 24/7 shifts.
You have good communication skills and proficiency in English (written and verbal) and Hindi(verbal).
You have excellent problem-solving abilities and a proactive approach to troubleshooting technical issues.
You are proficient in working with APIs for integration relative tools for testing and have good knowledge of MS Excel.
You should treat customers/customers with respect, empathy, and constructive candour.
Eager to learn & open to change adaption.
Previous experience in SAAS technical support will be an added advantage.
Employment Type: Full Time, Permanent
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(based on 22 ClearTax interviews)
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41%
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23%
9% candidates got the interview through other sources.
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What people at ClearTax are saying
Technical Support Manager salary at ClearTax
reported by
7
employees
with 2-4
years exp.
₹5.5
L/yr - ₹6
L/yr
71%
less
than the average Technical Support Manager Salary in India
View more details
What ClearTax employees are saying about work life
based on 288 employees
Flexible timing
Monday to Friday
No travel
Day Shift
ClearTax Benefits
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ClearTax Bangalore / Bengaluru Office Location
Bengaluru/Bangalore, Karnataka Office
Headquarter
AMR Tech Park, Bommanahalli, Bangalore, Karnataka 560102, IN
Bengaluru/Bangalore, Karnataka
560102
560102
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