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.

What you'd have ?

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience (5-8 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.