Manager - Technical Support - BPO/ITeS

Summary:

The Technical Support Manager is responsible for managing the day-to-day activities of the frontline support team to ensure great service experience. Functions include, but are not limited to managing staff, prioritizing and assigning tasks for effective use of team resources; facilitating employee skills development, acting as a point of escalation, motivating and driving customer and employee satisfaction.

Role & Responsibilities:

- The successful candidate will be experienced in leading and developing a support team within product support environment.

- This position will oversee the team's active case workload and provide guidance where required with focus on world-class customer experience.

- Follow-up with 42Gears customers to gauge their satisfaction levels, analyse trends, identify support improvement areas and implement corrective actions.

- Design, develop, implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management.

Experience:

- 10+ years of proven experience managing customer escalations within technical support environment with a minimum of 3 years including people management.

- Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization.

- Strong written and verbal communication skills. Excellent ability to present complex technical information clearly and concisely to a variety of audiences.

- Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations.

Employment type: Full-time | Location: Bangalore | Work Hours: 24/7 shift mode