Manager Technical Support
Location
Pune | India
Job description
The Manager Technical Support is responsible for leading and managing a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers
- This role involves overseeing the day-to-day operations of a technical support team, implementing efficient support processes to enhance customer communication and satisfaction, to drive rapid issue resolution
- As part of the Technical Assistance Center (TAC), you will be expected to live by our Cult of the customer philosophy and will be held accountable for increasing the overall satisfaction of customers, through assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics, and contributing to an environment of accountability, growth, and positive employee morale
- This position requires working US and/or EMEA business hours; evening or night work across multiple time zones
Responsibilities
- Manage and mentor a team of Technical Account Managers and Tier 3 Technical support personnel.
- Oversee the technical support operations, ensuring timely and effective resolution of customer issues and inquiries.
- Develop and implement support processes to optimize efficiency and enhance customer satisfaction.
- Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs).
- Collaborate with customers to understand their technical challenges, identify root causes, and deliver comprehensive solutions.
- Recognize trends in customer feedback and escalate issues within the company.
- Partner with Engineering and Product Management to translate customer needs into product offering opportunities.
- Partner with Customer Experience and Loyalty to ensure adherence with ideal customer experience.
- Interact directly with Senior Management within other departments to resolve high profile escalations and issues, and drive initiatives that improve the customer experience.
- Manage TAM team to ensure adherence to TAC quality assurance goals, SLAs and team metrics.
- Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery.
- Prepare regular reports on key performance indicators (KPIs) and present findings to the senior management team.
- Develop comprehensive team product training programs from beginner to expert.
Qualifications
- Education: BE or MCA or MCS
- 5+ years of experience building and leading a technically focused, customer-facing, advanced experience support team.
- Strong team collaborator, across multiple functional areas.
- Hands-on experience implementing, troubleshooting, and supporting Internet-based and/or Desktop, commerce applications. Experience with Accounting Software and taxation a strong plus.
- Experience with a mainstream ERP, CRM or accounting software solutions.
Experienced in Salesforce use and ticket queue management to include:
- Ticket assignment base on skill set
- Workload analysis and assignment balancing
- Advanced ticket driver analysis and root cause identification
- Expertise in creating data driven reporting metrics, enhancing the Avalara Enterprise support experience.
- Advanced issue troubleshooting skills for the most efficient resolution and/or escalations
- Proven ability to execute in a customer focused environment and advocate for enterprise customers across a cross-functional organization.
- Exceptional judgment with a strong analytical mind and ability to drive resolve across complexed customer environments.
Job tags
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