Technical Support Manager

CM Telematics

7 - 12 years

35 - 45 Lacs

chennai

Posted:22 hours ago| Platform:

Apply

Skills Required

product management health insurance claims analytical telematics technical support recruitment sql android

Work Mode

Work from Office

Job Type

Full Time

Job Description

Use complete discretion and independent judgment to provide efficient and accurate technical assistance to ensure customer satisfaction
Manage and provide team leadership to the Technical Support function. Provide support on tactical team items and guidance to individual team members growth.
Act as an escalation point for high severity customer issues that arise from within the team, or directly from customers and provide escalated technical and triage support when the occasion calls
Take part in recruitment and maintaining a top talent team
Coach team members to ensure team/department objectives are met
Foster a collaborative team work environment
Focus on ensuring Support Team focus on departmental KPIs
Utilize KCS methods to ensure satisfactory issue resolution
Work closely with Engineering, Product Management, Customer Success and Sales teams
Report on issues, resolution, service levels and customer satisfaction
Utilize all Technical Support tools (eg, ZenDesk)
Identify improvements for support processes and implement them
Complete any tasks that may arise

Qualifications:

bachelors degree or equivalent years of experience and/or certification
7+ years of experience supporting a SaaS or mobile technical product
7+ years of management experience in a Support role
Superior customer service orientation
Proven analytical/problem solving ability
Self-motivated attitude with the ability to multitask and thrive in an interrupt-driven environment
Interpersonal communication skills with expertise in distilling complicated topics to a broader audience
Mobile (iOS/Android) debugging and/or development experience preferred
Big data (SQL or other database querying) experience preferred
SaaS and API developer support experience preferred

Compensation and Benefits:

Fair and competitive salary based on skills and experience
Equity may be awarded in the form of Restricted Stock Units (RSUs)
Medical Benefits (Health insurance, Personal accident insurance, Group term life insurance), gratuity, parental leave, sick leave and public holidays
Employees are eligible for flexible allowances which includes Leave Travel Assistance, Telephone/Mobile Expenses, Professional development expenses, Meals Coupon, Vehicle Reimbursement
Flexible scheduling and work from home policy depending on role and responsibilities

Additional Perks:

Feel great working to improve road safety around the world!
Join one of our many employee resource groups including Black, AAPI, LGBTQIA+, Women, Book Club and Health Wellness
Extensive education and employee assistance programs
CMT will do all that is possible to support our employees and create a positive and inclusive work environment for all

More Jobs at CM Telematics

Senior Software Engineer, Full Stack

Chennai

4.0 - 9.0 yrs

INR 9 - 13 Lacs

Software Engineer, Cloud

Chennai

2.0 - 7.0 yrs

INR 4 - 9 Lacs

Senior Software Engineer, Full Stack

chennai

4.0 - 9.0 yrs

INR 7 - 11 Lacs

Software Engineer, Mobile

chennai

2.0 - 7.0 yrs

INR 5 - 9 Lacs

Senior Software Engineer, Full Stack

chennai

4.0 - 9.0 yrs

INR 6 - 11 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.