Manager - Technical Support

Guhring India Pvt Ltd is looking for Manager - Technical Support to join our dynamic team and embark on a rewarding career journey Team Leadership:Lead and manage a team of technical support professionals, including hiring, training, and performance management
Set team goals and performance targets, and ensure they are met Customer Support Strategy:Develop and implement a technical support strategy that aligns with the organization's goals and customer service standards Define and monitor key performance indicators (KPIs) to measure the effectiveness of the support team Technical Expertise:Maintain a deep understanding of the organization's products or services, as well as the technology and systems used Provide technical guidance and support to the team and customers when complex issues arise Issue Resolution:Assist in resolving complex technical issues and customer escalations Develop processes and procedures for handling technical inquiries and problems efficiently Customer Interaction:Interact with customers to understand their technical support needs, address concerns, and gather feedback Ensure a high level of customer satisfaction and retention Training and Development:Train technical support staff on products, services, and customer service best practices Promote ongoing professional development and skills enhancement Documentation and Knowledge Base:Maintain and update knowledge base articles and documentation for common technical issues and solutions Ensure support staff have access to up-to-date resources Quality Assurance:Implement quality control measures, monitor support interactions, and conduct quality audits Provide feedback and coaching to support staff to improve their performance Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.