We are seeking a talented individual to join our team as a Technical Support Manager. This position is directly responsible for the overall operation of the Technical Support Department, both online representatives and off-line staff including technology project managers and product support specialists. This position is directly responsible for the daily productivity as well as the profitability of Technical Support.

*IT Support Manager

Responsibilities:-

Take ownership of customer issues reported and see problems through to resolution

Research, diagnose, troubleshoot, and identify solutions to resolve customer issues

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Provide prompt and accurate feedback to customers

Ensure proper recording and closure of all issues

Prepare accurate and timely reports

Document knowledge in the form of knowledge base tech notes and articles

Follow the SLA for issues with respect to the severity.

*Requirements and skills:-

BS degree in Information Technology, Computer Science, or equivalent

Proven working experience in enterprise technical support, IT support, or as a technical engineer

In-depth knowledge of the product that the technician is supporting.

Strong problem-solving skills

Excellent client-facing skills

Excellent written and verbal communication skills

*Preferred Skills:-

Hands-on experience with help desk and remote-control software

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service oriented

Excellent written and verbal communications skills

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IT Support Manager