IntouchCX Looking for Technical Support Manager at Hyderabad, Telangana Full Time

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

About the Job

The Technical Support Manager will manage the technical support operations to ensure all jobs get completed on time, service levels are adhered to, and key performance metrics are met in accordance with contractual stipulations and customer specifications.

This role offers a competitive compensation and benefits package and a great career opportunity for successful candidates to be at the forefront of the digital space and gain the opportunity to work with a dynamic, exciting and innovative company.

As Technical Support Manager, You Will…

Ensure effective and helpful support is provided to end users

Responsible for designing and implementing an improved process or operational policies at the organization

Recommend changes to products or services to help address customer / stakeholder needs more efficiently

Provide reports to top management and manage and coordinate team day to day operations

Ensure project or department milestones and goals are met in a timely fashion, in accordance with agreed standard and specifications and adhere to the approved budget

Maintain knowledge of trends and developments in information technology, alerting senior staff of the effects widespread software and hardware revisions, changes, and discontinuation will have on the organizations systems and operations

Manage weekly/biweekly/monthly meetings with your stakeholders to review the client metrics

Act as a single point of contact for the management, clients, and escalation of all support-related activities

Steer Program deliverables to meet contractual obligations/client mandates consistently and drive continuous improvement to create value for the client

Identify, hire and retain high performance talent for various operational roles by evaluating current and future needs of the program to meet performance goals

Ensure training efforts meet program learning needs to meet service delivery expectations through established training certification processes and methods across all operational roles i.e. new hire; on-floor; supporting roles; team lead and cultivate a continuous learning culture

Engage with Client POCs on understanding expected volume/forecasts, report unusual volume drivers/patterns, ensure schedules are optimized & rosters are published in advance and facilitate real-time staffing strategies to service volume

Provide appropriate developmental inputs (coaching/floor support/PIP) to Technical Support Associates, SMES, Supervisors and other support staff

Analyze data to understand and emerging trends to either suggest improvements or escalate this to the product team

Coordinate end to end Incidents by identifying and reporting to appropriate teams to reduce the impact of business and operations

As needed, conduct Incident review and follow up on action items. For large scale / enterprise wide issues you will be expected to identify the same and triage with the team via issue discovery and prioritization

Identify product and tool issues, bugs, and other improvement opportunities. Reproduce issues and capture logs

Provide information and prepare reports indicating actions taken or needs to be taken for issues and incidents reported

Handle VPN/Proxy issues, Geo Filtering, and Speed Bump issues

Serve as the main touch point for app launch and streaming escalations on all device platforms

Assess scope and impact of product level outages by assigning severity to our product outages and involving other PODs as needed

Manage site level outages for BPO partners. This will also include organizing and running outage drills and IRs

Maintain thorough knowledge of systems so that information can be researched, and proper information is given

Requirements

As Technical Support Manager, You Have…

Bachelors in Computer Sciences, Mathematics/Statistics, Computer Applications or any Technical Graduation

Must have 9+ years of Technical support experience

3 – 5 years of previous technical support operations / account manager experience is preferred

Intimate knowledge and experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products

Previous experience in reporting and dashboard creation

Previous experience in an enterprise technical support environment as part of any ITES company

Experience in handling multiple Technical Support teams of Tier 3 level, Team supervisors and support staff

Strong client management experience

Experience in Gaming, Streaming service , Tech support preferred

Experience in using Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products is a must

Ability to conduct business reviews and client presentations is required

Establish and leverage a true relationship across stakeholders and team

Have prior familiarity in troubleshooting Payment/Billing and Account management through Fraud escalations

Experience in cross functional stakeholder management and be able to take ownership and coordinate with multiple teams and create strong working relationships

Strong technical support experience and background with the ability to understand and diagnose issues with exceptional troubleshooting skills and strong communication skills

Excellent English communication skills both verbal and written communication

Passionate about technology, tools, gaming, and spontaneous in understanding the issue and providing resolutions

Strong familiarity in data analysis/visualizations, trend analysis, troubleshooting , and critical thinking

Knowledge and fair understanding of open connect /platforms

High proficiency in escalation trend analysis and can identify incidents proactively

Ability to create and write knowledge base articles as needed

Ability to work in a fast-paced, hectic, changing environment. Able to work on urgent and time sensitive issues under pressure

Ability and flexibility to work a variety of shifts including days, afternoons, evenings, weekends and holiday

Demonstrated team management experience, people management and coaching skills with customer focus and service orientation.

Excellent analytical and reporting skills

By signing this application, the applicant consents to IntouchCX collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.