Clear
Location
Bangalore | India
Job description
Job responsibilities:
Your role involves leading and managing a team of technical support representatives, ensuring high-quality support delivery, driving process improvement, fostering customer relationships, and collaborating with internal stakeholders to drive overall customer success and satisfaction. Team leadership and Management: Supervise and lead a team of technical support representatives, ensuring they meet performance targets and adhere to company policies and procedures. Provide coaching, mentoring, and regular feedback to team members to enhance their technical skills and customer service capabilities. Conduct regular performance evaluations and facilitate training sessions to address skill gaps and improve overall team performance. Oversee day-to-day operations of the technical support team, including managing incoming support tickets, emails, and phone calls. Ensure timely and effective resolution of customer issues and escalations, maintaining high levels of customer satisfaction. Monitor support queues and allocate resources appropriately to address workload fluctuations and prioritize critical issues. Foster positive relationships with customers by ensuring timely and effective communication, setting realistic expectations, and following up on issue resolution. Gather customer feedback and insights to understand pain points, preferences, and opportunities for product improvement, sharing insights with relevant stakeholders. Technical Expertise: Serve as a subject matter expert on the company's products and services, staying updated on new features, updates, and troubleshooting techniques. Assist team members in resolving complex technical issues, providing guidance and expertise as needed. Collaborate with other departments such as product development and quality assurance to address recurring issues and enhance product reliability. Process improvements: Identify areas for process improvement within the support operations, workflows, and best practices to streamline support delivery and enhance efficiency. Analyze support metrics and KPIs to identify trends, performance gaps, and areas for improvement, implementing strategies to address them. Collaboration and Communication: Collaborate with cross-functional teams such as sales, marketing, and product management to share insights, coordinate initiatives, and drive overall customer success. Communicate effectively with internal stakeholders and leadership, providing regular updates on support operations, performance metrics, and customer feedback. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Minimum 2 years experience in managing a Technical support program. Strong understanding of SAAS product servicing strategies, including familiarity with APIs monitoring, testing & log analysis, databases and proficiency in SQL. Excellent communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users. Strong analytical and problem-solving abilities to diagnose complex technical issues and develop effective solutions. Willingness to work in a 24/7 program model.Job tags
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