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Technical Support Manager
Splashgain Technology Solutions
posted 22d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
We are searching for an innovative and customer-focused Technical Support Manager to join our team. As the Technical Support Manager, you will be responsible for managing a team of technical support representatives and ensuring that customer inquiries and issues are resolved promptly and effectively.
In addition to overseeing the team s performance, you will also be involved in personally handling customer queries through calls and emails. Experience using the Freshdesk ticketing system to resolve queries is preferred for this role.
Responsibilities
- Manage a team of technical support representatives, providing guidance, support, and feedback to ensure optimal performance.
- Identify tools and technologies including AI to simplify, automate, improve customer support using various channels like AI Chatbot, Telephonic IVR, Email Ticketing Automations
- Handle customer inquiries and issues through calls and emails, utilizing your expertise and the Freshdesk ticketing system to provide timely and accurate resolutions.
- Develop a deep understanding of our company s products, services, and systems to effectively address customer concerns and provide appropriate solutions.
- Collaborate with cross-functional teams, including product development and quality assurance, to identify and resolve complex technical issues.
- Continuously improve customer support processes and procedures to enhance efficiency and customer satisfaction.
- Stay up-to-date with industry trends and advancements, keeping abreast of new technologies and best practices in technical support.
- Train and onboard new technical support team members, ensuring they are equipped with the necessary knowledge and skills to excel in their roles.
- Analyze support ticket data and customer feedback to identify recurring issues and proactively address them.
- Foster a positive and collaborative work environment, encouraging teamwork, knowledge sharing, and personal growth among team members.
Qualifications and Requirements
- Bachelor s degree in a relevant field.
- Minimum 3 years of experience in a similar technical support management role.
- Proven experience in resolving customer queries and issues through calls and emails, utilizing a ticketing system such as Freshdesk.
- Excellent technical, diagnostic, and troubleshooting skills to effectively address customer concerns.
- Strong leadership and organizational abilities to manage and motivate a team of technical support representatives.
Employment Type: Full Time, Permanent
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based on 22 employees
Flexible timing
Monday to Friday
No travel
Splashgain Technology Solutions Benefits
Work From Home 
Job Training 
Team Outings 
Education Assistance 
Soft Skill Training 
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