Domo, Inc. Looking for Technical Support Manager at Pune, Maharashtra Full Time

Domosapiens embody an inclusive culture where we strive to go beyond, embrace data and win together. Our cloud-based platform transforms business by putting data to work for everyone in an organization, empowering all employees to be multipliers of business impact.

Position Summary

This role will be based in Pune, India. Domo’s Technical Support Team is the heart and primary contact for our customers’ inquiries regarding the use and support of Domo. A successful Technical Support Manager will lead a team in delivering a world-class customer experience. They would be focused on building bridges with other teams and departments at Domo to drive customer success. Domo is a critical part of how our customers run their businesses globally. The Technical Support team is staffed 24/7/365, which allows our global customers to contact us at their convenience. Technical Support Managers are responsible for helping their team execute strategy and deliver excellent service and value, resulting in renewals and upsells for our customers.

Key Responsibilities

• Provides team support, reports, and fosters accountability to ensure the successful resolution of customer issues within applicable SLAs;
• Ability to step back, assess, and address opportunities impacting the team or customers before they grow into larger challenges;
• Coach team members to improve their performance, communicate the team vision, and align our objectives with the company’s objectives;
• Identify, collaborate, and lead out on process improvement or implementation;
• Represent our team and customer needs to internal parties, including product, engineering, sales, consulting, department leaders, etc.;
• Communicate directly with customers (often in escalated situations) with an emphasis on de-escalating and addressing their concerns;
• Hire, mentor, coordinate schedules, train, and provide performance plans for all direct reports;
• Interface with sales and customer success to promote satisfaction and renewal for new and existing customers;
• Communicate risks early and clearly to top Domo leadership.

Job Requirements

• A bachelor’s degree in a technical field (computer science, information technology, statistics, etc.) or 3-5 years of related experience and/or training;
• Strong communication skills (written, verbal, and in-person);
• Deep emotional intelligence capable of leading diverse teams;
• Skilled in corporate technology and support systems (Office, CRMs, ticketing systems, telephony systems, etc.);
• Ability to quickly analyze, assess, and determine the best path for issue resolution;
• Willingness to participate in manager-level rotation for impactful customer events;
• Availability to travel;
• Familiarity with Domo is a plus.

Domo is an equal opportunity employer.

Job Types: Full-time, Regular / Permanent

Salary: ₹1,000,000.00 – ₹1,500,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid time off
• Provident Fund
• Work from home

Day range:

Shift:

Ability to commute/relocate:

• Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Speak with the employer
+91 7900075891
Expected Start Date: 29/09/2023