The Manager, Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Tier 2 support engineers and associated support projects and processes.
This role involves managing case assignment and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class technical support services.
Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
Ensure the delivery of high-quality technical and soft-skills training for direct reports.
Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.
Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
Manage workflows and schedules for direct reports and ensure adequate workload coverage.
Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
Develop and maintain Support procedures and policies.
Advocate for customers and define ways to continually add value to the customer experience.
Serve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; Build credibility and trust within the support group.
Experience / Skills Required :
BA or BS required.
Minimum of 3 years managing technical support professionals. Minimum 5 experience in a technical support role.
Experience with support tools.
Excellent written and verbal communication skills.
Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, Engineering and Product Management.
Solid, functional knowledge of software integrations.
Ability to understand and escalate issues efficiently and appropriately.
Demonstrated strong work ethic and advanced organizational skills.
Ability to develop and deliver creative business solutions for complex problems.
Ability to effectively work with tight schedules and fast paced environment. Experience / Skills Desired
Ability to attract, hire and retain high-performing support professionals
Functional or technical knowledge of web-services and Data Transformation.
Experience building or managing Developer Support teams.
We operate 24x7 which can involve working during one of the below shifts (not limited to- shift timing can change) -
AMER hours (Eastern Standard Time - 5.30 PM / 6.30 PM IST or Pacific Standard Time 9 PM / 10 PM IST onwards depending on Day Light Savings Time)
EMEA hours 12 : 00 PM / 1 PM / 2PM IST onwards depending on Day Light Savings Time
APAC hours 5.30 AM IST onwards
Work hours can change depending on Business requirements.
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