Manager, Technical Support

You will report to the Director, Technical Support. You will work from the Pune office full fledged.

The Manager, Technical Support leads a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. You will oversee the daily operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Manager, Technical Support will also help develop and implement strategies to improve advanced support services and increase customer experience.

• Supervise, mentor, hire and provide guidance to a team of Technical Account Managers and Tier 3 technical support professionals
• Foster a positive and collaborative team environment to encourage productivity and innovation
• Develop and implement support processes to increase efficiency and enhance customer satisfaction.
• Experience handling support requests from a variety of different channels, and allocate resources to meet service level agreements (SLAs)
• Identify improvement areas and to improve support KPI's and customer experience, across
• Handle escalated customer issues, escalations providing expert technical assistance and ensuring swift resolution
• Communicate technical information to all customers
• Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements
• Work with the training department to ensure technical support staff is and up-to-date with product knowledge
• Participate in cross-functional meetings to align support strategies with overall company goals
• Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery
• Prepare regular reports on measurements and present findings to the senior management team
• Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance

What You'll Need to be Successful

• 10+ years of experience building a technically focused, customer-facing, advanced experience supportteam and cross-functional collaboration with other teams.
• Experience with mainstream ERP, CRM or accounting SaaS software
• Excellent knowledge of CRM tools like Salesforce, Service now
• Presentable experience in support process engineering and improvement