Key Responsibilities

- Manage and oversee technical support and helpdesk operations.
- Ensure timely resolution of support tickets and adherence to SLAs.
- Monitor ticket queues, escalations, and team performance metrics.
- Lead, mentor, and develop technical support teams.
- Handle complex customer issues and drive resolutions.
- Collaborate with internal teams to improve support processes and customer experience.
- Prepare and maintain support documentation, reports, and KPIs.
- Conduct regular reviews to improve service quality and operational efficiency.
- Act as the primary point of contact for critical customer escalations.

Required Skills

- 10+ years of experience in Technical Support, Helpdesk, or Customer Support Operations.
- Proven experience managing support teams and ticketing systems.




- Strong understanding of SLA management, incident management, and escalation processes.
- Excellent verbal and written communication skills.
- Solid stakeholder and client management abilities.
- Experience supporting global customers, preferably US-based clients.
- Analytical mindset with strong problem-solving skills.
- Experience with support tools, CRM platforms, and reporting dashboards.

Preferred

- Exposure to POS, software application support, or SaaS environments.
- Basic understanding of SQL and database concepts.
- Experience managing 24x7 support operations.

📌 Technical Support Manager (Chennai)
🏢 K4 Infotech
📍 Chennai