Location
Secunderabad | India
Job description
Job Description:
We are seeking a highly skilled and motivated Product Support Manager to lead our support team and ensure the delivery of exceptional customer service and technical assistance to our clients. As a Product Support Manager, you will be responsible for managing a team of Product support specialists, providing guidance and support, and ensuring the smooth operation of our Product support services.
Responsibilities:
Team Management:
- Lead and manage a team of product support specialists, providing coaching, guidance, and performance evaluations.
- Foster a positive and collaborative team environment, promoting teamwork and continuous improvement.
- Set performance goals and objectives for the team and monitor progress to ensure targets are met.
Customer Service Excellence:
- Oversee the delivery of product support services, ensuring a high level of customer satisfaction.
- Develop and implement strategies to improve customer service processes and enhance the overall customer experience.
- Address escalated customer issues promptly and effectively, demonstrating strong problem-solving and communication skills.
Technical Expertise:
- Stay updated on the latest technologies, products, and industry trends relevant to our company and customer base.
- Provide technical guidance and support to the team, assisting with complex technical issues and ensuring accurate and timely resolutions .Basically, learn the product overtime.
- Collaborate with AM stakeholders, other departments, such as product development and quality assurance, to provide feedback and contribute to product enhancements and bug fixes.
Process Improvement:
- Identify opportunities for process improvement within the support function, streamlining workflows, and optimizing efficiency.
- Analyze support metrics and data to identify trends, bottlenecks, and areas for improvement.
- Implement best practices, standard operating procedures, and tools to enhance the efficiency and effectiveness of the support team.
Documentation and Reporting:
- Ensure accurate and up-to-date documentation of support processes, troubleshooting steps, and customer interactions.
- Generate regular reports on support team performance, key metrics, and customer feedback.
- Analyze data and provide insights to senior management regarding customer support trends, issues, and recommendations for improvement.
Qualifications/ Must Have Requirements :
- Bachelor's degree in a relevant technical field or equivalent practical experience. (Nice to have background in HR Tech Space or HR Field of Education)
- Proven experience in a Product Support Role, with at least 2-3 years in a managerial or supervisory capacity.
- Strong technical knowledge and understanding of computer systems, software applications, and networking.
- Excellent customer service skills with a focus on problem-solving and conflict resolution.
- Effective leadership and team management abilities, with the capacity to motivate and develop team members.
- Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
- Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.
- Detail-oriented with strong organizational and multitasking skills.
Job tags
Salary
