Job Category
Customer Success Group
Job Details
Job Category
Customer Success Group
Job Details
The Manager, of Technical Support, is responsible for ensuring the success of our customers by effectively managing a team of Technical Support Engineers and associated support projects and processes. This role involves managing case assignments and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.
Location: Hyderabad
Work Hours: We are a 24×7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.
Experience/Skills Required:
Overall work experience of 10+ years, Strong people management expertise of at least 4 to 5+ years in technical support management roles.
Strong Experience in managing technical support professionals.
Solid, functional knowledge of software integrations with a good understanding of middleware and runtime.
Functional or technical knowledge of web services and Data Transformation.
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.
Leading cross-functional collaboration across global teams
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 managers enabling their professional growth and development
Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
Strong Escalation management experience with multiple stakeholders including customers and product teams
Demonstrate strong work ethic and advanced organizational skills
Ability to develop and deliver creative business solutions for complex problems
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
Experience building or managing Developer Support teams.
Detailed Roles/Responsibilities :
We are a 24 hrs 7 days week 365 days center and hence would need candidates who are open to working any shift based on business requirements including Saturday and/or Sunday.
Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. · Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
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
Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
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 technical support engineers; 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 to grow
Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays
Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management
Skills Desired
Degree or equivalent relevant experience required.
Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc
Industry relevant experience
Have experience in Java development and concepts, including debugging against Java APIs, providing technical solutions, examining thread dumps and threading issues, and hosting services using JEE and/or JSE framework
Experience with JEE Application Servers and Containers (administration, deployment, and/or development in Tomcat, JBoss, WebSphere, Spring, etc.)
Have a good understanding of Middleware and Runtime and have been exposed to Iaas, Paas and Saas
Deep knowledge of Internet technologies and protocols such as HTTP and FTP
Experience with SOAP, REST, Webservices, Tomcat, XML, JMS, WS, and SOA/Integration technologies
Integration product support is preferred. Other integration vendors include IBM, BEA, Oracle, Tibco, etc.
Knowledge of Open Source business and/or past contributions to open-source projects is also favorable
We operate 24×7 which can involve working during one of the below shifts (not limited to shift timing can change) – AMER hours (Eastern Standard Time – 5.30 PM/6.30 PM IST or Pacific Standard Time – 9 PM/10 PM IST onwards depending on Day Light Savings Time) EMEA hours – 12:00 PM/1 PM/2 PM IST onwards depending on Day Light Savings Time APAC hours – 5.30 AM IST onwards. Work hours can change depending on Business requirements
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