Recruiter at Accrete Globus Technology
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Technical Support Manager (3-6 yrs)
COMPANY PROFILE :
Accrete Globus Technology is an India based SAAS-product company that is involved in the Development and Marketing of 6Orbit - A Cloud-based process automation tool. The company operates in the Indian domestic market and offers an alternative to traditional ERP tools.
JOB LOCATION : Bangalore
EXPERIENCE : 3-6yrs
Position Overview :
We are looking for a highly competent and experienced Technical Support Manager to lead our technical support team and ensure the highest level of customer satisfaction. The Technical Support Manager will be responsible for managing and resolving complex technical issues, overseeing customer support operations, and driving continuous improvement initiatives.
JOB DESCRIPTION :
Team Management :
- Lead and supervise a team of technical support specialists, providing guidance, coaching, and performance feedback.
- Foster a positive and collaborative team environment, promoting professional growth and knowledge sharing among team members.
- Set clear objectives and performance expectations, ensuring the team meets or exceeds customer support targets.
Customer Support :
- Manage and resolve escalated technical issues promptly, ensuring efficient and effective problem resolution.
- Collaborate with customers, internal teams, and stakeholders to understand and address technical challenges.
- Ensure excellent customer service by maintaining a customer-centric approach and building strong relationships with key clients.
Process Improvement :
- Continuously evaluate and enhance the technical support processes, tools, and systems to optimise efficiency and productivity.
- Identify opportunities to streamline workflows, improve response times, and enhance the overall customer support experience.
- Proactively implement measures to prevent future technical issues and minimise customer disruptions.
Knowledge Base and Documentation :
- Develop and maintain a comprehensive knowledge base, documentation, and FAQs to facilitate efficient issue resolution and self-service support options.
- Ensure technical support team members are trained on the latest product features, updates, and troubleshooting techniques.
- Regularly review and update support documentation to reflect evolving customer needs and product enhancements.
Collaboration and Communication :
- Collaborate cross-functionally with product development, quality assurance, and implementation teams to address product-related issues and provide customer feedback for continuous improvement.
- Communicate effectively with customers, providing clear and concise instructions, updates, and resolutions throughout the support process.
- Act as a liaison between the technical support team and other internal stakeholders, ensuring effective communication and alignment of objectives.
DESIRED CANDIDATE PROFILE :
- 3 to 6 years of experience in Customer Support.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Desire and enthusiasm to learn new technologies/skills and comfortably apply the learning to the problem at hand.
- Ability to work on multiple projects under tight deadlines with solid organisational and time management skills.
- Ability to work independently or as a team player who enjoys working on cross-functional and culturally diverse teams.