Manager Technical Support Engineering

Job Locations: Bangalore, Karnataka or Remote

COMPANY INTRODUCTION
We are a successful start-up growing at tremendous pace QoQ. The value we are adding to large enterprises such as JSW Steel, Tata Steel, ArecelorMittal, Hindalco, JSPL Group, Carlsberg India, and many more is substantial, and this is helping them save a lot of logistics related costs and improve productivity. Amazing leadership team to work with. Opportunity to work onsite with some of the biggest names in the manufacturing industry. Big quarterly bonuses.

JOB DESCRIPTION
We need a Rockstar!!!
We need a go-getter ‘Tech Sup Manager’ who will be a part of the early team who can manage and grow the existing Customer Experience team. You will be the face of our Company working closely with our Clients and the engineering team to ensure our Clients are DELIGTHED with the timely support we provide them.
Ultimately, you should be able to build, manage, and grow the Customer Experience team at Fre8wise.

*Experience/Skills Required: *

• Overall work-experience of 8+ years, Strong people management expertise of at least 2 - 3+ years in technical support management roles.
• Strong Experience in managing technical support professionals.
• Prior experience working on SaaS platform will be added advantage.
• Experience with support tools and phone systems.
• Excellent written and verbal communication skills.
• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
• Continuously raises the bar on what defines customer service delivery.
• Excellent situational awareness in handling objections in dynamic customer environments.
• Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision
• Drive stakeholder engagement across peers and senior management
• Ability to address and effectively engage large audiences and hold their interest
• Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations
• Provide guidance, mentoring, training and delegate responsibilities to Tech Sup reps enabling their professional growth and development
• Ability to successfully communicate and coordinate with departments across the organization including Sales, Engineering, QA, and Product Management
• Demonstrate strong work ethic and advanced organizational skills
• Ability to attract, hire and retain high-performing support professionals
• Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights.

*Detailed Role Responsibilities: *

• We are a 24 hrs 7 days a week 365 days workforce and hence would need candidates who are open to work any shift based on business requirements including Saturday and/or Sunday.
• Build a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
• Ensure the delivery of high-quality technical and soft-skills training for direct reports
• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
• Manage workflows and schedules for direct reports and ensure adequate workload coverage
• Deliver regular reports that provide qualitative and quantitative descriptions of business performance
• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
• Develop and maintain Support procedures and policies
• Advocate for customers and define ways to continually add value to the customer experience
• Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group
• Foster and facilitate the professional growth and development of team members
• Empower and install confidence in team members to enable them grow

*Skills Desired *
MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc
Functional or technical SaaS application knowledge

Contacts
Deekshith Reddy - email: [email protected]

Mansur Faroqui - email: [email protected]