Support Manager

Location:

Department:

About JVS Technologies:

healthcare and IT sector

Job Summary:

Support Manager

Key Responsibilities:

• Lead, supervise, and mentor a team of support executives to ensure high-quality service delivery.
• Manage escalated customer issues and ensure timely, accurate resolutions.
• Define, monitor, and improve KPIs such as response time, resolution time, and customer satisfaction.
• Develop and refine support processes, workflows, and documentation to improve team efficiency.
• Conduct regular team meetings, training sessions, and performance reviews.
• Collaborate with internal teams (Product, Development, Sales) to address customer requirements and technical concerns.
• Analyze support data and create performance reports for the management team.
• Ensure smooth onboarding, training, and post-implementation support for clients.
• Maintain strong communication, professionalism, and customer focus across all support interactions.
• Participate in recruitment, onboarding, and development of new support team members.

Qualifications:

• Minimum

  3+ years

  of experience as a Support Manager, Customer Service Manager, or Team Lead in

  IT or software support

  .
• Strong leadership skills with the ability to motivate and guide a team.
• Excellent communication and interpersonal skills.
• Strong knowledge of support tools and CRM systems (e.g., Freshdesk, Zendesk, etc.).
• Ability to troubleshoot software-related issues (preferably in the healthcare or IT domain).
• Strong analytical and decision-making skills with a customer-first mindset.
• Ability to handle multiple priorities and work effectively under pressure.

Desired Skills:

• Experience in creating SOPs, support workflows, and documentation.
• Knowledge of healthcare workflows, hospital operations, or medical software (preferred but not mandatory).
• Ability to manage escalations and ensure customer satisfaction.
• Good coordination with cross-functional teams.

Education:

• Bachelor’s degree in

  Information Technology, Computer Science, Business Administration

  , or any related field (preferred).