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.




Solid 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 settings.
Basic understanding of SQL and database concepts.
Experience managing 24x7 support operations.

📌 Technical Support Manager Chennai
🏢 K4 Infotech
📍 Chennai