Job
Description
Hi Everyone!!!! Open Positions in the Manager-Technical Support Role Greetings from Tekaccel! This is about an excellent opportunity with us. If you have that unique and unlimited passion for building world-class enterprise software products that turn into actionable intelligence, then we have the right opportunity for you and your career. What are we looking for? Skill: Manager- Technical Support Experience: 10+ Years Location: Hyderabad NP: 0-30 Days Hiring Type: Permanent Operations in 24x7 Support Delivery Mandatory skills: VOIP, Contact Center, and Data Networking Experience/Skills Required: • Overall work experience of 10+ years; strong people management expertise of at least 4-5+ years in technical support management roles. • Strong Experience in managing technical support professionals. • Experience with support tools and phone systems. • Provide guidance, mentoring, training, and delegation responsibilities to team members, enabling their professional growth and development. • Demonstrate strong work ethic and advanced organizational skills; Detailed Role & Responsibilities: • Willingness to work in a 24x7 work environment. • Manage a support team to achieve business objectives, including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. • Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals. • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. • Deliver performance reviews for all direct reports. • Manage workflows and schedules for direct reports and ensure adequate workload coverage • Deliver regular reports that provide qualitative and quantitative descriptions of business performance. • Manage key processes, including RCA analysis, case reviews, and customer feedback analysis. • Serve as a manager, mentor, knowledge resource, and critical issue point for support agents; build credibility and trust within the support group. • Work as a duty manager on rotation or as per business needs, handling customer partner concerns and priority issues. • Take up and deliver on any other responsibilities as assigned from time to time by the reporting manager/support management. Skills Desired: Technical Knowledge in VOIP, Contact Center, and Data Networking Domains (Avaya, Cisco CUCM, Genesys, Zoom, RingCentral, Cisco/Juniper/Extreme). People Management skills. Customer Handling Skills. Managing Technical = Nice to Have: Effective communication and collaboration skills. What We Offer: 1. Competitive salary and benefits package. 2. Collaborative and dynamic work environment. If interested candidates, please share your updated resume at naveen@tekaccel.com/ WhatsApp to +91 7997763537 Tekaccel Software Services India
