Director - Technical Support - Product Support Operations - Solutions Firm

Director - Technical Support

Industry - IT

Skills - Technical Support, 24X7, Application Support, Tier1/2/3, L2, L3, Global

Job Type - Permanent

Job Description - An excellent opportunity to work in a start-up environment with global presence and best in class talent.

Client Details :

Our client is a US Headquartered setup providing solutions on information usage control, information rights management (IRM) and secure outsourcing. The company's products enhance collaboration and data security while managing risk. They are looking for a tenured professional with experience in leading Technical Support and the passion to drive Customer Success.

Description :

As the Director - Technical Support, your key responsibilities will include :

- Head the 24 x 7 product support operations. This primarily includes Level 2 and Level 3 support.

- Provide leadership to the technical support operations which includes 24x7 technical support (offsite and onsite) team for all customers across all the geographies.

- Customer engagement from support perspective and ensuring smooth usage within customer environment.

- Upgrading customer environments on regular basis.

- Feed Product Intelligence and Customer Intelligence to the product team and the customer success team.

- Identify and facilitate training programs which will improve the product knowledge, technical skills and customer engagement skills of the team members.

- Define, track and improve operational metrics to for effective technical support operations.

- Handle escalations and deal personally with difficult clients.

- Identify and prioritize issues and enhancements which need to be taken up by the Product Team.

Profile :

- 10+ years of managing Technical support operations with minimum 5 years in leadership role.

- Understanding of running International / Global Technical Support operations & handling international customers.

- Good understanding of Processes and Metrics related to Customer Service Operations.

- Strong people leadership skills

- Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues.

- Ability to handle irate customers.

Job Offer :

- A chance to work with fast paced and innovative organization that offers great growth prospects and competitive pay.

- Page Group India is acting as an Employment Agency in relation to this vacancy.

Contact - Varsha Barooah