technical support manager in hyderabad

posted
contact
randstad india
position type
permanent
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posted
location
hyderabad, telangana
function
Information Technology
position type
permanent
experience
9 To 16
reference number
939220
contact
randstad india

job description

technical support manager in hyderabad

?service standards and exceeds quality standards. -In conjunction with the Manager of Technical Support, this position will seek ways to continuously improve customer service, productivity, process improvement, and sales where applicable.-Coachs team members to ensure they are aware of all goals and objectives, as well as what are necessary to achieve them.-Resolves calls that have exceeded case duration and handles difficult calls that have been escalated without resolution.-Is responsible for resolving all customer issues that relate to the department, keeping appropriate persons informed when applicable.-Escalates customer issues to the Director Technical Support.-Updates and completes the Project Tracker for all assigned projects. Completes special assigned projects in a timely and accurate manner. -On a weekly basis or when an issue arises that requires escalation, confers with the Technical Support Manager to clarify priorities, processes, and assignments, and to discuss any issues with productivity. -Develops the department training schedule to ensure that the training content follows with the company and department initiatives. -Organizes and coordinates On-The-Job (OJT) training to newly hired TSEs, as well as ongoing training and coaching.-Makes critical contributions to the selection and development of department staff.-Provide feedback to the Technical Support Manager for annual performance appraisals_

Benefits
?They have the good work culture in the organization.

Client Introduction
?We are hiring for automotive based product firm at Hyderabad

skills

?Technical Support manager, people management etc

qualification

?Knowledge, Skills and Competencies:

- Bachelor's degree or Master's Degree with excellent written, verbal communication and presentation skills.
- Minimum 4 years of Technical Support experience demonstrating leadership responsibility.
- Minimum of 18 months Call Center experience working with US based customers.
- Excellent customer service skills that build high levels of customer satisfaction for internal and external clients.
- Must have excellent English speaking and writing skills to communicate with customers and internal team members over the phone and through emails.
- Willingly shares relevant technical and/or industry knowledge and expertise to other resources.
- Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills.
- Is resourceful and proactive in gathering information and sharing ideas.
- Proven project management skills.
- Demonstrated customer-focused leadership ability.
- Ability to work both independently and in a team environment.
- Innovative, creative, detail oriented, takes complete ownership.