Job description
What You'll Do:
- Managing the customer support department's day-to-day functions.
- Responding to escalated customer support issues.
- Implementing customer support processes to enhance customer satisfaction.
- Formulating and revising customer support policies and promote their implementation.
- Informing the team of all recent information related to products, procedures, and trends.
- Assessing support statistics and preparing detailed reports on the findings.
- Interviewing and hiring new employees.
- Overseeing and evaluating the team's ongoing training efforts.
- Delivering performance evaluations and following the disciplinary process according to company policy.
- Managing the budget of the customer support department.
- Understanding our platform, technologies (including frontend and backend architecture) and troubleshooting for customer adoption challenges.
- Own and resolve all issues with a high standard of professionalism.



Effectively communicate with customers via email and conference calls to find solutions for technically and functionally complex problems.
- Solve problems (at different levels), involving broad, in-depth product knowledge or in-depth product specialty; this may include support and knowledge of other products.
- A natural problem solver that applies in-depth troubleshooting and debugging skills. Reproduce issue, triaging and debugging code and engaging effectively with step by step instructions to reproduce the issue and findings to avoid future similar problems.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively.
- Suggest and implement improvements to internal processes and tools.
- Collaborate with Technical Support, Site Reliability, Instance Automation, Product Management, Development to resolve issues by applying excellent technical, and interp

📌 Technical Support Manager (Secunderabad)
🏢 Phenom
📍 Secunderabad