Position Overview:

We are seeking an experienced and dedicated Technical Support Manager to lead and oversee our technical support team. As a Technical Support Manager, you will be responsible for ensuring the delivery of exceptional customer support and resolving technical issues efficiently. You will play a crucial role in managing and developing a team of support representatives while maintaining high-quality service standards.

You’ll be Responsible for,

• Team Leadership: Lead, mentor, and motivate a team of technical support representatives, fostering a positive and collaborative work environment. Provide guidance and support to team members to enhance their skills and knowledge.
• Customer Support Management: Oversee and ensure the timely resolution of technical issues for customers. Monitor support queues, ticketing systems, and customer feedback to identify areas of improvement.
• Performance Evaluation: Implement performance metrics and conduct regular performance evaluations for the support team. Identify areas for improvement and develop action plans to enhance team performance.
• Process Improvement: Continuously review and improve support processes to optimize efficiency and customer satisfaction. Develop and implement best practices for technical issue resolution.
• Escalation Handling: Manage and address escalated customer issues in a timely and professional manner. Collaborate with other departments to resolve complex technical problems effectively.
• Training and Development: Organize training sessions and workshops to enhance the technical skills and product knowledge of support team members. Keep the team updated on the latest technologies and product features.
• Customer Relations: Build and maintain strong relationships with key customers, understanding their needs, and ensuring a high level of customer satisfaction.
• Reporting and Analytics: Generate regular reports on support team performance, customer feedback, and key metrics. Analyze data to identify trends and areas for improvement.
• Resource Planning: Forecast and allocate resources effectively to meet support demands and maintain optimal staffing levels.
• Collaboration: Collaborate with cross-functional teams, including product development and sales, to ensure seamless communication and alignment on customer needs and product improvements.

You’d have?

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
• Proven experience (8-10 years) in technical support or a similar role, with 3 years in a supervisory or managerial capacity.
• Basic of MSQL and Linux.
• Strong technical knowledge and understanding of software/hardware products and services.
• Excellent leadership and people management skills, with a track record of building and developing high-performing teams.
• Exceptional problem-solving and decision-making abilities.
• Outstanding communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks effectively.
• Experience in using support ticketing systems and customer relationship management (CRM) software.
• Customer-focused mindset with a passion for delivering exceptional service.

Why join us?

We thought you would never ask! We offer all the usual stuff: competitive salary, flexible working hours, challenging product culture but the real perks are:

• Challenging and fun work environment solving meaningful real-life business problems - you will never have a boring day at the office.
• World-class team who love solving tough problems and have a bias for action.

Tanla is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.

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