Customer Technical Support Engineer (10-14 yrs)

Designation : Global Customer Support Head.

Reporting to : CEO.

Location : Chennai, India.

Education : Bachelor's degree in Computer Science, Software Engineering or Electrical Engineering.

Years of Experience : 10+ years (5+ years in leadership role).

Job Description : .

Roles and Responsibilities :

Leadership and Team Management :

- Provide leadership and direction to the entire customer support department.

- Supervise, mentor, and lead a team of customer service representatives (CSRs).

- Conduct regular training sessions to ensure the team is knowledgeable about the company's hardware, software products and the highest customer service standards.

- Set performance goals for the team and monitor progress through regular feedback and performance reviews.

- Conduct financial analysis of the department, manage the departmental budget, identify the additional financial support needed to facilitate improvement in customer support activities.

Customer Support Operations :

- Oversee day-to-day customer support operations, ensuring timely and effective resolution of customer issues.

- Manage customer inquiries across various channels (email, phone, live chat, and support tickets).

- Develop and maintain knowledge bases, FAQs, and troubleshooting guides for hardware and software products.

- Act as main point of contact for key clients to facilitate and coordinate on customer queries.

- Carry out system deployments and user acceptance testing activities for standard, customized, and integrated solutions.

- Compliance with delivery schedule, error free documentation.

Customer Experience Optimization :

- Monitor and analyze customer feedback to identify trends and areas for improvement.

- Implement strategies to improve customer satisfaction, reduce response times, and enhance overall customer experience.

- Act as an escalation point for complex or unresolved customer issues.

- Take responsibility for the customer queries and escalations.

Collaboration with Other Departments :

- Work closely with the product, sales, and technical support teams to address recurring customer pain points.

- Provide feedback to the product development team to improve hardware and software offerings based on customer insights.

- Collaborate with marketing to develop customer-centric campaigns and communication strategies.

Reporting and Analytics :

- Generate and present regular reports on customer service metrics, including response times, resolution rates, and customer satisfaction (CSAT).

- Track and report on key performance indicators (KPIs) to measure the success of the customer service department.

- Measure and report, SLA efficiency.

- Timely and accurate MIS and report generation.

Process Improvement :

- Identify inefficiencies in customer service processes and implement solutions to streamline workflows.

- Stay updated on industry best practices and emerging tools to enhance customer support operations.

Qualifications and Requirements :

- Education : Bachelor's degree in Computer Science, Software Engineering or Electrical Engineering.

Experience :

- Minimum of 10 years of experience in customer service support operations, with at least 5 years in a leadership role.

- Prior experience in a product company (hardware/software solutions) is highly preferred.

Skills :

- Strong leadership and team management abilities.

- Excellent written and verbal communication skills.

- Analytical mindset with the ability to interpret data and generate actionable insights.

- Technical aptitude to understand hardware and software solutions and explain them to customers.

- Strong problem-solving skills and a customer-first mindset.

- Self-motivated working under minimal supervision.

- Ability to operate in a changing and ambiguous environment.

- Excellent time management skills, ability to effectively prioritize tasks.

- Experienced in working with multi-time zone and multi-cultural teams.

- Exposure to voice and non-voice processes of customer support.

- Experience in customer support metrics and measures.

- Understanding of financial metric such as costing, budgeting, forecasting and generating revenue.

Technical Skills :

- Proficient in customer service tools and CRM platforms (i.e. Zoho, Zendesk, Salesforce, Freshdesk).

- Knowledge and experience in web and mobile application-based product support.

- Excellent knowledge in the deployment activity process (documentation, training, UAT, commissioning).

- Excellent knowledge in configuring, deploying, and troubleshooting in windows server environments.

- Excellent knowledge in configuring, deploying, and troubleshooting in SQL server environments.

- Excellent knowledge of networking and IT infrastructure for customer deployments.

- Excellent knowledge in bug and issue reporting process using Jira or similar platforms.

- Excellent knowledge in maintaining a knowledge based in Zoho, Confluence, or similar platforms.

- Good knowledge of scripting and basic programming languages.