Manager - Technical Support

Manager- Technical Support

VOIP, Contact Center and Data Networking

Experience/Skills Required:

• Overall work-experience of 10+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.
• Strong Experience in managing technical support professionals.
• Experience with support tools and phone systems.
• Excellent written and verbal communication skills.
• Strong team player with keen focus on enhancing customer experience.
• Continuously improves on customer service delivery.
• Ability to work in dynamic customer environments.
• Leading cross-functional collaboration across global teams
• Drive customer engagement across peers and senior management
• Provide guidance, mentoring, training and delegate responsibilities to team members enabling their professional growth and development
• Demonstrate strong work ethic and advanced organizational skills
• Ability to attract, hire and retain impactful support professionals
• Ability to work on competing priorities under timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights

Detailed Role & Responsibilities:

• Willingness to work in a 24x7 work environment.
• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
• Deliver performance reviews for all direct reports
• Manage workflows and schedules for direct reports and ensure adequate workload coverage
• Deliver regular reports that provide qualitative and quantitative descriptions of business performance
• Manage key processes including RCA analysis, case reviews, and customer feedback analysis
• Serve as a manager, mentor, knowledge resource, and critical issue point for support agents; Build credibility and trust within the support group
• Work as Duty Manager on rotation or as per business needs handling customer partner concerns and priority issues
• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management

Skills Desired:

Technical Knowledge in VOIP, Contact Centre and Data Networking domain (Avaya, Cisco CUCM, Genesys, Zoom, RingCentral, Cisco/Juniper/Extreme). People Management skills. Customer Handling Skills. Managing Technical Operations in 24x7 Support Delivery