Snapscale
Snapscale is seeking a Senior Technical Support Manager to lead our support team in delivering exceptional service to our clients. This remote position based in India is ideal for a candidate with extensive experience in technical support management, who thrives in a fast-paced environment and is passionate about driving customer success. The Senior Technical Support Manager will be responsible for overseeing support operations, ensuring team efficiency, and fostering a culture of continuous improvement.
Responsibilities:
Lead and manage a team of technical support engineers, providing mentorship and guidance to enhance their skills and performance.
Develop and implement support processes and best practices to improve customer satisfaction and operational efficiency.
Act as the primary point of escalation for complex technical issues and ensure timely resolution.
Collaborate with cross-functional teams, including engineering and product management, to address customer feedback and drive product improvements.
Analyze support metrics and trends to identify areas for improvement and implement strategic initiatives.
Prepare and present regular reports on support performance to senior management and stakeholders.
Conduct training sessions for the support team to ensure they are equipped with the necessary knowledge and tools.
Stay updated with industry trends and advancements to enhance the support offerings.
Bachelor’s degree in Computer Science, Information Technology, or related field.
8+ years of experience in technical support or customer service roles, with at least 3 years in a managerial position.
Proven track record of leading high-performing support teams in a remote environment.
Strong technical knowledge of software applications, networking, and troubleshooting methodologies.
Excellent communication and interpersonal skills, with the ability to convey complex technical concepts to non-technical audiences.
Experience with support ticketing systems and customer relationship management tools.
Ability to analyze data and derive actionable insights to improve support processes.
Strong problem-solving skills and a customer-centric mindset.
Snapscale
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