Technical Support Manager responsible for leading multi-channel support teams (chat, email, and phone), managing escalations, and providing technical leadership to ensure customer success. Drives KPI-based performance, process optimization, and data-driven decision-making to deliver exceptional customer experience.

Experience

14+ years

Job Type

Full time

- Pune

Qualifications:
- At least 14+ years of overall work experience in Technical/Product Support, including minimum 7+ years in managing teams
- Proven experience in chat, email, and call support, preferably in a SaaS environment
- Proficiency in working with technology and ticketing tools such as Intercom, Zohodesk and JIRA, etc.
- Knowledge of mobile computing space (Android, iOS, Windows and MAC devices) Understanding of ,IT Infrastructure of enterprise companies
- Any prior experience working with mobile device management solutions is an asset

Key Responsibilities:

Technical Support and Escalation Handling:

- Provide technical expertise and support to ensure the team can handle complex issues
- Serve as an escalation point for support agents and contribute to customer calls to retain customers

Support Performance & Operations:

- Drive performance culture with a focus on SLAs and KPIs like Resolution Time, First Response Time,etc.
- Strategically analyze and optimize support processes to improve efficiency and customer satisfaction
- Ensuring stable and improving CSAT from customers.

Customer Experience & Product Enhancement:




- Ensure a world-class customer experience by continuously improving support strategies and methodologies
- Gather customer inputs and provide customer feedback for product improvements Partner with other teams, chime in on customer calls, and ensure customer retention
- Represent the support department on cross-organizational teams and deliver on organizational objectives

People Leadership and Team Development:

- Manage, mentor, and develop a high-performance support team
- Conduct performance reviews, provide regular feedback, and prepare growth plans for team members

Data Management and Reporting:

- Maintain data and reports, presenting them to various stakeholders as necessary
- Draft support documentation and processes as needed

Skills:
- Strong technical background with expertise in troubleshooting complex software issues and familiarity with support and QA
- Exceptional written and verbal communication skills
- Deep understanding of customer needs and dedication to delivering outstanding customer service,ensuring memorable experiences in every interaction
- Experience in managing technical support teams, driving KPI-driven performance
- Solid collaboration and teamwork skills, capable of effective cross-functional collaboration
- Effective escalation management with multiple stakeholders
- Ability to analyze data and derive actionable insights using analytics tools

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Technical Support Manager (Pune)
🏢 ProMobi Technologies
📍 Pune