Technical Support manager - Noida, India - Talent corner

Talent corner Noida, India

1 month ago

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Description

Key Responsibilities:

Lead and oversee the technical support team, handling recruitment, training, and performance evaluations.
Develop and execute support strategies to ensure prompt resolution of customer inquiries and issues.
Act as the main point of contact for escalations, offering guidance and assistance in resolving complex technical issues.
Collaborate with various teams such as product development and engineering to address customer feedback and enhance product usability.
Analyze support metrics and trends to pinpoint areas for enhancement and implement effective solutions to boost efficiency and customer satisfaction.
Create and manage support documentation, knowledge base articles, and training materials for both internal and external stakeholders.
Stay updated on industry trends and best practices in SaaS support, implementing innovative approaches for continual enhancement.
Champion customer interests within the organization, ensuring that customer feedback is acknowledged and prioritized in product development discussions.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 4 years of proven experience in a technical support management role, preferably within the SaaS sector.
Thorough understanding of SaaS products and technologies, with the ability to troubleshoot and resolve technical issues effectively.
Outstanding leadership and communication skills to motivate and inspire teams effectively.
Background in working within a fast-paced environment, emphasizing exceptional customer service delivery.
Demonstrated analytical and problem-solving capabilities, with a history of driving continuous improvement initiatives.
Proficiency in CRM systems, ticketing systems, and other essential support tools.
Preferably certified in ITIL or other relevant frameworks.

saas, continuous improvement, technical support, product development, resolve

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