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TraceLink Inc.
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Technical Support Manager

Technical Support Manager

TraceLink Inc.

10 - 15 years

30 - 35 Lacs

pune

Posted:6 hours ago| Platform:

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Skills Required

supply chain unix computer science product management manager quality assurance life sciences troubleshooting information technology technical support monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Company overview:

TraceLink s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and ision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.

Founded in with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through in ative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

Position Overview

As part of our Customer Success organization, you will be critical in helping to assure the overall success and isfaction of customers in utilizing solutions in the TraceLink Life Sciences Cloud. TraceLink is seeking a high energy, results oriented customer advocate capable of motivating an existing support team to even higher levels of customer isfaction. Our current global rating is over 92% isfaction and we expect you to help us make it even better.

This role requires a unique combination of strong supervising and coaching a team of Technical Support Engineers, while using problem solving, technical, and interpersonal skills to be successful. Handling customer escalations and negotiating solutions with customers are crucial for the role. The target candi will have experience working with enterprise web applications and UNIX, as well as troubleshooting and solving customer issues.

Responsibilities

Effectively lead a team of Technical Support Engineers with a focus on a high-level of quality service.
Lead the onboarding and ongoing training of new team members.
Review daily, weekly and thly reports to ensure top performers are identified and recognized
Manage customer escalations to ensure successful mitigation of issues and customer renewals.
Provide itoring and feedback to team members including side-by-side itoring, silent itoring and case quality review.
itor business level reports daily, weekly and thly to ensure alignment of team with departmental goals.
Set productivity targets for team members, itor results daily and communicate progress weekly.
Ensure new learnings are documented for internal and/or external knowledge sharing.
Oversee and contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.
Manage the new hire onboarding training and continuing education for TSE s.
Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.
Provide feedback on issues that are com ly occurring.
Interact with customers and the TraceLink Customer Success team to ensure the highest level of customer isfaction.

Skills and Qualifications

10 + years experience in a technical support and troubleshooting role.
5 + years of Supervisory/Management experience.
BS in Computer Science or similar information technology degree.
Excellent listening skills, patience and ability to handle a fast-paced work environment.
Strong analytical skills and attention to detail.
Strong, customer- endly communication, attitude, and passion.
Ability to take initiative to complete tasks and solve problems.
Excellent verbal and written communication skills.
Strong interpersonal skills and ability to build positive working relationships.

Knowledge of UNIX line commands a plus.
Experience with Supply chain software and knowledge of pharmaceutical industry preferred.

Please see the Tracelink Privacy Policy for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact .

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TraceLink Inc.

Software Development

Wilmington MA

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Technical Support Manager