technical Support Manager SaaS

Company Description

Prismforce is the premier vertical SaaS designed exclusively for IT services companies, offering a talent supply chain software suite encompassing skill management, talent marketplaces, and forecasting. Founded in 2021, the company is on a mission to become the driving engine of the tech services industry, delivering solutions to enable efficient project planning, staffing, and delivery, while promoting career progression and employee engagement. With $15.4 million in funding and support from Sequoia Capital India and other global investors, Prismforce has assembled a team of experienced professionals from leading tech and consulting firms such as Amazon, Uber, Infosys, and McKinsey. The company fosters innovation, sustainability, and agility in the IT services domain, serving both global and Indian markets.

Role Description

This is a full-time, on-site Technical Support Manager SaaS role located in Mumbai / Pune /Banglore. The Technical Support Manager will oversee the technical support team, ensuring high levels of customer satisfaction. Day-to-day responsibilities include managing customer escalations, ensuring streamlined customer support processes, and improving troubleshooting efficiency. The candidate will collaborate with cross-functional teams to deliver exemplary customer service and contribute to enhancing the overall customer experience. Upholding customer service excellence and increasing customer retention are integral to this position.

Qualifications

• Proven ability to deliver superior Customer Satisfaction through excellent service and consistent support practices.
• Experience in Technical Support and Troubleshooting, with the ability to solve complex technical issues effectively.
• Strong skills in Customer Support and Customer Service to address and resolve customer needs with professionalism and empathy.
• Go getter, a Team player, developing support teams, with a focus on customer-centric practices.
• Exceptional communication and problem-solving skills to liaise with cross-functional teams and clients.
• Experience with SaaS products and familiarity with IT services or technology industry is preferred.
• Bachelor’s degree in Information Technology, Computer Science, or a related field is desired.