Job title: Technical Support Manager
Experience: 5 - 9 years
Salary: 10 - 12 Lacs per annum
Manage a team of Technical Support Engineers, who provide Technical Support to our Enterprise customers.
Responsible for managing/running 24X7 Support team and ensure a high retention rate of LoginRadius customers.
Managing escalations by engaging directly with customers when needed and by supervising engineers that respond to situations.
Lead the hiring, training, and ramping of new team members.
Manage people effectively to adhere to Case Management SLAs.
Conduct structured meetings to create a cohesive environment of support operations.
Involve in improving customer-facing documents and internal knowledge base of Tech support team.
Responsible for designing and implementing an improved support process.
Select develops and evaluates personnel to ensure the efficient operation of the function.
Manage support Engineers across several shifts.
Set clear objectives, evaluate progress and create a high-performance culture with a focus on teamwork, service excellence and ownership for resolving customer issues.
Assist in the investigation of technical issues affecting client systems and seeing through to resolution.
A Bachelor's degree in computer science (or equivalent) with 5 years of Technical Support work experience.
Proven experience of 1-3 Years in managing a 24X7 team of technical support engineers and driving operational, process and people excellence for the team.
Prior experience in a technology company and providing L1/L2 support.
Strong leadership & people management skills.
Good understanding of technical support business processes.
A self-starter with the ability to work in the high-pressure environment.
Strong problem-solving skills.
Excellent English communication (Written & Verbal) is a must.
Excellent time management and task prioritization skills.
Excellent client-facing skills.
Excellent decision-making skills.
10 Lac To 12 Lac P.A.
IT Software - System Programming
5 - 10 Years
Other Bachelor Degree
Technical Support Desktop Support Computer Hardware Networking client-facing skills leadership people management skills