Senior Technical Support Manager

Experience: 12-15 Years of Experience

Location - Bangalore

· Manage a team of technical support engineers and ensure they are meeting performance goals and delivering top-quality support to customers.

· Understand the functioning of ITIL Concepts and able to implement the processes across

· Develop and implement strategies to improve the overall efficiency and effectiveness of the technical support team.

· Monitor and analyze key performance metrics to identify areas for improvement and develop action plans to address any issues.

· Oversee the development and maintenance of support processes and procedures to ensure consistency and efficiency.

· Work closely with other departments, such as product development and sales, to address customer concerns and provide timely resolutions.

· Train and mentor technical support engineers on product knowledge, troubleshooting techniques, and customer service skills.

· Stay up-to-date on the latest product updates and developments to effectively assist customers with technical issues.

· Handle escalated customer issues and provide timely and satisfactory resolutions.

· Collaborate with cross-functional teams to identify and resolve product issues and bugs.

· Develop and maintain strong relationships with key customers to ensure their satisfaction and loyalty.

· Communicate regularly with management and stakeholders to provide updates on support team performance and customer feedback.

· Continuously evaluate and improve the customer support experience by gathering and analysing customer feedback.

· Stay current on industry trends and best practices in technical support and customer service. Adhere to company policies and procedures and ensure the team is compliant as well.