Manager, Technical Support
- Avalara
- 5 - 10 years
- Pune
- 4 months ago
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Job Description
What Youll Do
The Manager, Technical Support is responsible for leading and managing a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. This role involves overseeing the day-to-day operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Manager, Technical Support will also play a key role in developing and implementing strategies to improve advanced support services and optimize customer experience.
What Your Responsibilities Will Be
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What Youll Need to be Successful
Team Leadership:
- Supervise, mentor, hire and provide guidance to a team of Technical Account Managers and Tier 3 technical support professionals
- Set performance goals, conduct regular performance evaluations, and provide constructive feedback
- Foster a positive and collaborative team environment to encourage productivity and innovation
Technical Support Operations:
- Oversee the technical support operations, ensuring timely and effective resolution of customer issues and inquiries
- Develop and implement support processes to optimize efficiency and enhance customer satisfaction.
- Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs)
- Regularly identify improvement areas and take initiatives to improve & optimize support KPI s and customer experience, across complex customer environments
Customer Interaction:
- Handle escalated customer issues, escalations providing expert technical assistance and ensuring swift resolution
- Collaborate with customers to understand their technical challenges, identify root causes, and deliver comprehensive solutions
- Communicate technical information effectively to both technical and non-technical customers
Cross-Functional Collaboration:
- Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements
- Work closely with the training department to ensure technical support staff is well-trained and up-to-date with product knowledge
- Participate in cross-functional meetings to align support strategies with overall company goals
Performance Analysis and Reporting:
- Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery
- Prepare regular reports on key performance indicators (KPIs) and present findings to the senior management team
Continuous Improvement:
- Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance
- Stay updated with industry trends and best practices to implement innovative support solutions
Qualifications and Support Tools:
- 5+ years of experience building and leading a technically focused, customer-facing, advanced experience support team
- Experience with mainstream ERP, CRM or accounting SaaS software
- Excellent knowledge of CRM tools like Salesforce, Service now etc
- Presentable experience in support process engineering and improvement
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: AvalaraLocation(s): Pune+ View Contact
Keyskills: ERP Service level Customer satisfaction Support services Wellness Continuous improvement Customer interaction CRM Salesforce Tax returns
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