As a Tech. Support Manager (/Operations Manager), Project management responsibilities include delivering and managing every project on time within budget and scope. Manager is responsible for ensuring the success of our customers by effectively managing a team along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from regular day to day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, guide and mentor next cadre of leadership as per organization values. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services. Managing day-to-day operations by interacting with client and team effectively to achieve customer satisfaction and delivery.
o Leadership – handle technically challenging and politically sensitive customer situations
o Strong communications skills Excellent spoken and written English communication skills
o Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
o The successful Operations Manager has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone, email, and chat services as applicable
o Demonstrable troubleshooting skills with the help of engineers
o Cross-team collaboration