Senior Manager - Tech Support - Software

Senior Manager - Tech Support | Night Shift | HTML/CSS/Javascript

Industry - IT

Category - IT & Systems

Skills - HTML, CSS, javascript,

Job Type - Permanent

Description - As senior manager, technical support, you will lead a team of application support engineers who deliver 24x7 support to our client's customers globally. You will work closely across different functions to ensure that our client is delivering overall superior service and technical support.

Client Details: 

Our client is a software product company that provides state of the art internet marketing solutions for clients in the travel and tourism industry.

Job Description : 

- Work on night shift between 9:00 PM to 6:00 AM

- Handle customer and internal escalations and deal personally with difficult support issues

- Provide tech support, majorly FRONT END tech support, to our clients

- Lead a 24x7 operations team that delivers FRONT END tech support for North American clients

- Build a support team, train and retain them

- Design and setup business processes, metrics and SLAs to improve the tech support function

Profile: 

- BCA/MCA/B.Tech degree holder ONLY

- Minimum 10 years of experience in managing 24X7 operational technical support, with 3 years of people management experience

- Experience in managing customers especially in North America

- Strong background in the FRONT END product development with expertise in HTML, CSS or Javascript

- Expertise in developing processes for tech support

- Excellent understanding of metrics to measure and improve the effectiveness of technical support organization

- Familiarity with CRM or incident tracking and management systems

- Good communications and interpersonal skills

Job Offer: 

Opportunity to set up an entire tech support team

The right candidate will be compensated according to market standards

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

Contact - Akhil Varma - +91 124 452 5436

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