Description:

About the job:

Location: Navrangpura, Ahmedabad

Department: Customer Support

About JVS Technologies:

JVS Technologies is a leading organization in the healthcare and IT sector, providing innovative software solutions to hospitals, clinics, and diagnostic centers. With a strong focus on customer satisfaction and technology-driven services, we aim to deliver seamless support and high-quality service to our clients. We are looking for a Support Manager to strengthen our customer support operations.

Job Summary:

The Support Manager will oversee the day-to-day operations of the support department, including managing the support team, handling escalations, and ensuring service excellence. The ideal candidate will be skilled in leadership, technical support processes, and customer relationship management within an IT or healthcare software environment.

Key Responsibilities:

- Lead, supervise, and mentor a team of support executives to ensure high-quality service delivery.

- Manage escalated customer issues and ensure timely, accurate resolutions.

- Define, monitor, and improve KPIs such as response time, resolution time, and customer satisfaction.

- Develop and refine support processes, workflows, and documentation to improve team efficiency.

- Conduct regular team meetings, training sessions, and performance reviews.

- Collaborate with internal teams (Product, Development, Sales) to address customer requirements and technical concerns.

- Analyze support data and create performance reports for the management team.

- Ensure smooth onboarding, training, and post-implementation support for clients.

- Maintain strong communication, professionalism, and customer focus across all support interactions.

- Participate in recruitment, onboarding, and development of new support team members.

Qualifications:

- Minimum 3+ years of experience as a Support Manager, Customer Service Manager, or Team Lead in IT or software support.

- Strong leadership skills with the ability to motivate and guide a team.

- Excellent communication and interpersonal skills.

- Strong knowledge of support tools and CRM systems (e.g., Freshdesk, Zendesk, etc.).

- Ability to troubleshoot software-related issues (preferably in the healthcare or IT domain).

- Strong analytical and decision-making skills with a customer-first mindset.

- Ability to handle multiple priorities and work effectively under pressure.

Desired Skills:

- Experience in creating SOPs, support workflows, and documentation.

- Knowledge of healthcare workflows, hospital operations, or medical software (preferred but not mandatory).

- Ability to manage escalations and ensure customer satisfaction.

- Good coordination with cross-functional teams.

Education:

- MBA/Bachelors degree in Information Technology, Computer Science, Business Administration, or any related field (preferred)