Technical Support Manager

Why Global Services

Responsibilities (includes but not limited to the following) :

Deliver Remarkable customer experience.

Engage with customers to address any dissatisfaction and drive corrective actions.

Manage and escalate critical customer issues to bring the right level of expertise.

Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan.

Develop Talent in the team aligning with the business objectives.

Create an innovative, open, and high-performing culture in the team.

Drive operational metrics and build process compliance.

Drive Continuous improvement and active participation in initiatives.

Demonstrate ownership. Make timely, thoughtful, and bold decisions.

Preferred Work Experience:

Excellent understanding of 24x7 Tech Support Operations in a global context, supporting critical network infrastructures of Service Provider, Cloud and Enterprise customers.

Proven record in hiring and managing talent with varied experience. Creating an open, energetic, and problem-solving culture in the team.

Experience of using data/trends to make proactive decisions and avoid operational impact.

Prior experience in working with Product Engineering and Outsourced TAC teams.

Experience in a Technical Support environment supporting similar technologies would be a plus.

Personal Attributes:

Customer Advocacy Be the Customer s advocate in the organization.

Excellent Communication Skills Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience.

People Leadership.

Ownership and Problem-Solving mindset.

Ability to work with different stakeholders for outcomes.

Obsess about Quality, strive for delivering quality output in every interaction.

Encourage diversity and innovation.

Qualification:

Graduates with 3+ years of relevant Operational and People Management experience.

Relevant technical skills/certifications would be an added advantage.

Experience : 2 - 5 Years

No. of Openings : 1

Education : Any Bachelor Degree

Role : Technical Support Manager

Industry Type : IT-Hardware & Networking / IT-Software / Software Services

Gender : [ Male / Female ]

Job Country : India