Support Manager

Role Overview: As a Support Manager at Deccan AI, you will be responsible for responding to queries received via the support desk in a meticulous and customer-focused manner. Your role will involve ensuring each response is accurate, timely, and aligned with official product manuals and project documentation. You will play a crucial role in maintaining the quality of support interactions and ensuring internal consistency in communication. Key Responsibilities: - Query Resolution: Respond to queries received through the support desk with clarity, accuracy, and a helpful tone. - Documentation Alignment: Ensure that all responses strictly adhere to official product manuals, project guidelines, and internal documentation. - Knowledge Management: Stay updated on product features, documentation changes, and project updates to ensure correct and consistent responses. - Quality Assurance: Review support replies for tone, technical accuracy, and completeness before final submission. - Feedback Loop: Identify and report recurring issues or unclear documentation to relevant teams for refinement and process improvement. - Reporting: Track and categorize support queries, resolution times, and patterns; assist in preparing regular summary reports for internal use. - Cross-Team Coordination: Collaborate with product, QA, and project teams to maintain alignment in communication and information flow. - Process Adherence: Follow established protocols for query escalation, documentation, and communication workflows. Qualifications: - Bachelors degree. - 4-5 years of experience in a support, operations, or documentation-aligned role preferred. Ideal Candidate Will: - Demonstrate strong written communication skills with excellent attention to detail. - Interpret technical or product documentation effectively and respond in a user-friendly manner. - Manage multiple queries efficiently while maintaining high standards of accuracy. - Be proactive, accountable, and comfortable working independently with minimal supervision. - Suggest improvements to existing processes and help enhance the support knowledge base. - Thrive in a fast-paced environment with a culture of ownership and autonomy. (Note: Additional details of the company were not present in the provided job description.),