Saaswika Solutions Private Limited is a New Age Consulting firm that connects tech talent, tech teams, and project solutions to help our clients accelerate their digital journey. We create unique experiences that rely on borderless talent, technology, and customized solutions under given timelines.

We are urgently looking for highly skilled and experienced candidates for Technical Support Manager for our client.

Job Type – Full time

Experience required – 6 to 12 years

Timing – 9.30 am to 7 pm

Notice Period – 60 days

Job Location - Mumbai

Job Description

A technically sound Support Manager who has worked for PRODUCT (SAAS

Offering). He/she should be able to manage a team and also guide with technical

assistance, so to be routed to proper team members in cases of L3 support.

For L1/L2 he/she should be equipped to RESOLVE the same within the team.

Mandatory Skills Required

Scrum Master, Provide Technical Support, Customer Service, Ticketing System

 Position Overview:

As a Technical Support Manager, you will play a critical role in leading and managing a team of technical

support professionals to ensure the delivery of exceptional customer support and resolution of technical issues.

Your primary responsibility is to oversee and optimize the technical support operations while maintaining high customer satisfaction levels. You will be responsible for driving the team's performance, implementing efficient processes, and fostering a positive and collaborative work environment.

Key Responsibilities:

Team Leadership and Management:

·       Lead, mentor, and coach a team of technical support representatives, fostering a culture of continuous

·       improvement and accountability.

·       Set clear performance goals and objectives for the team members, regularly providing feedback and conducting

Performance evaluations:

·       Identify training needs and arrange for skill development programs to enhance the team's technical and customer service abilities.

Technical Support Operations:

·       Oversee the technical support ticketing system and ensure timely and accurate responses to customer inquiries and issues.

·       Collaborate with other departments, such as product development and quality assurance, to resolve complex technical problems and escalate issues as needed.

·       Monitor and analyse support metrics and KPIs, identifying trends and implementing strategies for continuous improvement.

 Customer Satisfaction and Experience:

·       Maintain a customer-focused approach, ensuring that customer inquiries and issues are addressed promptly, professionally, and to their satisfaction.

·       Implement strategies to enhance the overall customer experience, leading to improved customer retention and loyalty.

Process Improvement and Documentation:

·       Develop and improve technical support processes and workflows to increase efficiency and productivity.

·       Document technical support procedures, guidelines, and best practices for internal use and customer self service

Crisis Management and Escalation:

·       Handle critical customer escalations with a sense of urgency, professionalism, and tact, ensuring that they are resolved effectively and in a timely manner.

Qualifications and Requirements:

·       Bachelor's degree in a relevant technical field or equivalent work experience.

·       Certified Scrum Master or ITIL certified.

·       Strong leadership, communication, and interpersonal skills.

·       In-depth knowledge of technical support processes, ticketing systems, and customer service best practices.

·       Analytical mindset with the ability to interpret data and make data-driven decisions.

·       Excellent problem-solving skills.

·       Proven track record of meeting and exceeding customer satisfaction goals.

·       Project management skills and the ability to prioritize tasks in a fast-paced environment

Regards,

Vineetha V

Sr.Executive - Recruitment

Saaswika Solutions Pvt Ltd