Support Manager

Job Title: Support Manager

Location: Panchkula, Chandigarh, Mohali

Experience: 4-9 Years

Education: B.Tech/BCA

Company Name: Vartopia Private Limited

About Vartopia Private Limited:

Vartopia is a dynamic and innovative company that specializes in providing cutting-edge technology solutions and services. We are committed to delivering exceptional customer service and ensuring the smooth operation of all our client-facing platforms. We are currently looking for an experienced Support Manager to join our team across the Panchkula, Chandigarh, and Mohali locations.

Job Overview:

We are seeking a highly motivated Support Manager with 4-9 years of experience in a customer support or technical support role. This individual will be responsible for overseeing and managing support operations, ensuring that our clients receive exceptional service and technical assistance. The ideal candidate will have strong leadership abilities, excellent communication skills, and a deep understanding of customer needs.

Key Responsibilities:

• Lead and manage a team of support staff to deliver exceptional service to clients.
• Oversee day-to-day support operations, ensuring timely and efficient resolution of customer issues.
• Monitor key performance indicators (KPIs) for the support team and take necessary actions to improve team performance.
• Provide leadership, mentorship, and coaching to support staff to enhance their technical and soft skills.
• Collaborate with other teams (technical, product, sales) to ensure smooth issue resolution and customer satisfaction.
• Track, analyze, and report on common support issues and trends, recommending improvements and product enhancements.
• Develop and maintain support documentation, knowledge base, and best practices for the team.
• Act as the point of contact for escalated customer issues, ensuring prompt and effective resolution.
• Regularly assess support tools and technologies to ensure the team is equipped with the best resources to serve clients.
• Conduct regular performance reviews and ensure that the team adheres to company policies and procedures.
• Collaborate with the HR department for recruitment and training of new team members.

Qualifications:

• Education: B.Tech/BCA or equivalent.
• Experience: 4-9 years of experience in customer or technical support management, with at least 2 years in a supervisory or managerial role.
• Strong technical background with the ability to understand complex products and troubleshoot issues.
• Exceptional leadership, coaching, and team-building skills.
• Excellent communication and interpersonal skills, with the ability to manage customer relationships effectively.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Strong problem-solving skills and analytical thinking.
• Proficiency in support tools and software (e.g., CRM, ticketing systems).

Preferred Skills:

• Experience in managing support teams for SaaS or tech-based products.
• Knowledge of support automation tools or customer self-service systems.
• Ability to work across multiple locations, ensuring alignment in service quality and team collaboration.

Why Join Vartopia?

• Competitive salary and benefits.
• Opportunity for career growth and development.
• A collaborative and inclusive work environment.
• Be a part of a growing tech company with a focus on innovation and customer satisfaction.

If you are passionate about leading support teams, solving complex customer issues, and delivering exceptional service, Vartopia Private Limited is the place for you. Apply today and become a part of our exciting journey!