Support Manager

Position Overview:

Element5 is looking for Support manager who plays a vital role in facilitating efficient and effective technical and client support services for the organization. This position involves direct, hands-on management of tech and client support activities, collaborating with other internal teams and stakeholders, and ensuring timely resolution of all production issues. The Support Manager serves as the direct central point of contact for clients and internal teams on support-related inquiries. He acts as a liaison between clients, technical support staff, CSMs, and other departments.

Key Responsibilities:

Support Management:

Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.

Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.

Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.

Act as the incident/fire captain in case of production incidents/fires.

Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.

Build and manage the tech and client support team members.

Responsible for managing and bringing all production and client tickets to a closure.

Documentation and Knowledge Management:

Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.

Contribute to the development and maintenance of knowledge bases, FAQs, and support documentation to enhance self-service capabilities.

Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution.

Create MIS presentations, reports and dashboards on production issues and client inquiries.

Continuous Improvement:

Identify opportunities for process improvement and efficiency gains within the support function.

Demonstrate continuous improvement based on support metrics.

Participate in regular team meetings to discuss challenges, share best practices, and propose solutions for enhancing support services.

Proactively follow up with clients to ensure their satisfaction, address any outstanding concerns, and gather feedback for continuous improvement.

Qualifications and Skills:

• Expected experience: 10 to 15 Years with at least 3 years experience managing a support team.
• Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team.
• Experience in handling 24/7 support and working with geographically dispersed teams.
• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals.
• Problem-solving skills and the ability to analyze information to identify root causes and recommend appropriate solutions.
• Strong organizational and time management skills, with the ability to prioritize and multitask effectively.
• Client-centric mindset with a strong focus on delivering exceptional client service.
• Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.
• Detail-oriented with the ability to maintain accurate records and documentation.
• Decision-making abilities with a client-centric mindset.
• Ability to work well in a team environment, collaborating with colleagues and stakeholders at various levels.
• Flexibility and adaptability to work in a fast-paced and dynamic environment.
• ITIL certification is a plus.
• Healthcare, post-acute healthcare experience is a plus.