Designation - Senior Technical Support Manager ( TL)

Company - VivaConnect

Salary - 7-8 lpa ( 60 to 70 k per month )

Experience- Minimum 4 Years

Preferred - IT Background

Location - Andheri, Mumbai, India.

Description As a Senior Technical Support Manager you will be responsible for implementing, reviewing and continuously enhancing customer service strategies, procedures and programs to ensure prompt and effective resolution of all customer related issues and concerns.

Roles and responsibilities

As a Senior Technical Support Manager you will be responsible for:

• Debugging the issues.

• Responding promptly to the tickets within the SLA.

Coordination with the Client and Internal team for the raised concern.

• Assisting L3,L4 members wherever required.

• Help to resolve panel and technical questions for the clients efficiently and effectively

• Gather the required information necessary in order to best handle client issues.

• Manage client expectations regarding estimated response times for issue resolution within the SLA.

• Resolving the issues through Phone, chat and email communication channels.

• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 teams.

• Extensively research and document client technical issues.

• Collaborate with Technical Support team members to properly manage client inquiries and escalate when appropriate.

• Partner with Support team members on various strategic issues when needed

• Own client technical issues from initial report to resolution, communicating with clients regularly regarding issue status.

• Run monitoring reports for usage, performance, and availability.

• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team