Hubilo Technologies Looking for Technical Support Manager at Bengaluru, Karnataka Full Time

Hubilo is a leading virtual event solution company focused on fostering greater human connection through the reimagination of events. Our platform, built with the largest set of engagement features in the industry, makes events more inclusive, accessible, and meaningful. Whether in-person or virtual, event organizers turn to Hubilo for our powerful yet intuitive event technologies, offering our clients an end-to-end event solution with dedicated customer support and proven market leadership.

Fostering greater human connection isn’t just what we do-it’s who we are. As a pioneer in virtual experiences, we believe accessibility, diversity and work-life balance sparks innovation and competitive advantages in a competitive industry.

Brief:
As a Technical Support Manager, you will Lead, Mentor the TSE (Technical Support Engineer) Team to Research, Diagnose, Troubleshoot and resolve customer issues in an accurate and timely manner. You will be responsible for enabling your Team to work with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments and ensure your team is fully enabled to deliver the expectations.

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What to expect from the role

Lead and Mentor the Technical Support Engineer Team. Lead the Team by Example.

Set the Goals for the TSE Team, Measure their Performance and set KPIs for the Team.

Collaborating with different verticals such as Engineering, Product, QA and Customer Support.

Opportunity to improve the breadth of Business and Technical knowledge .

Exposure to the whole Product & Technology landscape.

Collaborate with a highly skilled Team.

Opportunity to collaborate with Customers and provide them solutions to real time problems.

Exposure to work on cutting edge Technologies.

Responsibilities for Technical Support Manager

Must be ready to provide On-call for critical Customer Business and Technical needs.

Should have managed and mentored TSE or similar Teams in past experience.

Walk the Talk and have a proven record of successfully managing similar Teams.

Attend meetings with Customer Support Team and Customer to Diagnose, Analyze and Troubleshoot ongoing issues.

Respond to Customer and Customer Support Inquiries in a timely manner.

Generate and Maintain detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates / individuals involved.

Research, Troubleshoot and take complete Ownership to cater to Customer Requirements and Issues.

Follow SOPs for proper escalation of unresolved issues to the appropriate Internal Teams.

Closely collaborate with the Technical and Customer Support Teams.

Research and Document knowledge in the form of FAQ, Knowledge Base, Tech Notes and Articles.

Follow the SLA for issues with respect to the severity.

Qualifications for Technical Support Manager

Key Management skills in Mentoring Technical Support Teams.

8-10 years of proven Management experience in a heavy customer focus position involving knowledge of a Company’s Products and Services.Good to have a Bachelor’s degree in Information Technology, Computer Science or equivalent.

Must have excellent Written and Verbal communication skills.

Must possess strong problem-solving skills.

Must have Focus on Attention to Detail.

Key Mentoring and trouble-shooting skills.

Industry-specific certification in relevant computer languages or software may be required.

Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.

Ability to prioritize and manage several milestones and projects efficiently.

Accept constructive criticism and feedback from Business stakeholders regarding their experience and focus on improvements to provide best Customer Satisfaction.