Manager, Technical Support

Job Summary:

• -In Shift-

  refers to employees working within defined and predictable schedules, aligned to customer coverage needs, rather than ad-hoc extended hours.

• Proposed shift coverage:

  • Late Shift (US overlap):

    4:00 PM - 12:00 AM CST
  • Translated to IST: 3:30 AM to 11:30 AM
  • Weekend shifts are also required.

Responsibilities:

• Utilize new tools (such as AI) to support our customers effectively at scale.
• Provide direct supervision to technical support specialists, analysts, and engineers, ensuring adherence to established processes and procedures.
• Manage day-to-day operations of the technical support team, ensuring timely and accurate resolution of customer inquiries via phone, chat, web, and email.
• Act as a guide to the team, providing technical guidance and support, and stepping in to resolve complex issues as needed.
• Monitor team performance against established KPIs, including case resolution time, customer satisfaction (CSAT), and SLA adherence. Look for the -why- behind the stats to recommend adjustments where needed.
• Utilize the service management system (eg, Salesforce Service Cloud) for case management, ensuring accurate and timely updates.
• Implement and maintain routine operational plans, ensuring alignment with functional goals and objectives.
• Analyze data and situations to identify trends and areas for improvement in support processes.
• Manage moderate-sized projects or team initiatives with moderate complexity, balancing multiple tasks and priorities.
• Influence team strategies and operational improvements, contributing to the development and performance of team members.
• Mentor and develop team members, providing coaching and feedback to enhance their technical and customer service skills. This includes technical and product training for the team and regular performance management.
• Foster a collaborative team environment, ensuring team objectives are met.
• Conduct presentations of technical information concerning specific projects or programs to team members and peers.
• Works on issues requiring the analysis of data and situations that require solid judgment.
• Meets targets typically against a monthly plan.
• Gains cooperation of others.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to escalate and resolve complex technical issues, ensuring a seamless customer experience.
• Drive initiatives to enhance self-service support, automation, and knowledge sharing, ensuring scalability and efficiency.
• Develop structured mentorship and career development opportunities for team members, fostering a pipeline of future technical leaders.
• Has a working knowledge of the product functionality of all suites under their purview and can fill in for team members when they are out.

Requirements and Preferred Experience

• Bachelor-s degree or equivalent experience preferred.
• 2+ years of experience in a technical support role.
• This role is based in our Pune, India office and requires onsite presence for the work week
• Solid understanding of technical support best practices and tools.
• Proven technical acumen in troubleshooting complex software issues and problem-solving required
• Proficiency with a Service Management System (Salesforce Service Cloud, ZenDesk, Service Now, etc) required
• Aptitude for mastering new software applications and tools required
• Ability to analyze data and identify trends.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Experience with knowledge management systems is a plus.
• Experience with CRM Ticketing systems such as Salesforce, JIRA and Kanban boards is required
• Experience with ITIL best practices is a plus.
• Experience with Incident Management, Problem Management, Change Management, and Release Management
• Excellent organizational, time-management, and prioritization skills required
• Ability to train and mentor team members.
• Ability to collaborate and thrive within a team environment required
• Ability to handle multiple competing priorities required
• Ability to lead and influence at all levels required
• Ability to handle high-pressure situations and de-escalate sensitive customer situations required

Why OpenGov

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match (USA only)
• Paid parental leave, wellness stipends, and HSA contributions
• Professional development and growth opportunities
• A collaborative office environment with weekly catered lunches