Customer Support Manager

Job Title: Customer Support Manager

Experience: 7 to 20 Years

About Company:

At Company, we create intelligent solutions that drives business and increase productivity. We combine industry expertise, technological capabilities and human-centred approach to help businesses evolve from thinking digital to being digital.

The Right Individual:

The ideal candidate is a tech-savvy Engineer who leads and mentors Support Engineers to deliver high-quality, timely support to Company’s global customers. They communicate effectively to build client trust and demonstrate strong leadership and problem-solving skills. Highly adaptable and organized, they thrive in a dynamic, fast-paced environment, balancing customer advocacy with business objectives while ensuring SLA compliance. With deep technical and functional knowledge of Company’s product suite, they drive exceptional customer satisfaction and contribute to retention and growth.

Roles & Responsibilities:

• Candidates will be trained on the functional and technical aspects of Company’s products.

• Lead and mentor a team of support engineers, acting as their appraisal manager to guide performance and development.

• Ensure consistent compliance with Service Level Agreements (SLAs).

• Demonstrate strong leadership skills to motivate team, resolve conflicts, and cultivate a customer-centric culture.

• Actively engage in hands-on troubleshooting of technical issues when required, drawing on deep technical knowledge to lead the team effectively.

• Evaluate and elevate the technical knowledge of support staff.

• Foster clear and effective communication within the team, encompassing documentation, client engagements, and internal reporting.

• Deliver timely and precise reports to support internal improvements and provide transparency to clients.

• Organize and facilitate regular weekly calls with clients to maintain strong relationships and address ongoing needs.

• Exhibit excellent communication abilities, including the skill to explain complex technical concepts to non-technical audiences.

• Proactively identify and mitigate risks in support operations to avoid service interruptions.

• Guarantee that all support processes comply with relevant industry regulations (e.g., data privacy laws) and internal security standards.

• Administer and analyse customer satisfaction surveys to uncover trends, gaps, and improvement opportunities; monitor key satisfaction metrics across client accounts.

• Job profile involves travel to Customer Site across the globe on need basis to perform any support related activities on Company Products.

• May have to extend regular work timings and work on various time zones while working on Support tasks assigned.

• Must work in flexible work hours to accommodate global time zones like Singapore, India and USA.

• Report to the Global Support Head for project deliverables.

Required Technical & Functional Skills:

• Bachelor’s degree in computer science, Software Engineering, or a related field.

• Good knowledge of Java and .net

• Good knowledge of Windows, and Linux ecosystems

• Good knowledge of Web & Application Servers like Tomcat and IIS

• Good knowledge of Web Basics, HTML, CSS & JS

• Good knowledge of SQL

• Must have handled a Support team of not less than 5 members in prior work experience which works on 24X7 shifts.

• Must be good in analysing application logs, SQL server logs, error logs and event viewer logs.

• Must be good in troubleshooting and root causing issues.

• Having experience handling production issues in a Contact Center environment will be a plus.

• Knowledge & experience in supporting CTI or IVR or PBX or any Agent Desktop Application will be a plus.

• Understanding of Contact Center & Telephony concepts of any of the major platforms like AVAYA, GENESYS, CISCO, AWS Connect, etc. will be a plus.

• Experience in supporting CTI or IVR or PBX or any Agent Desktop Application will be a plus.

Required Professional Skills:

• High general intelligence.

• Strong troubleshooting, root causing and problem-solving skills.

• Excellent written and verbal communication skills in English.

• Attention to detail and quality oriented.

• Strong sense of responsibility and accountability, with a desire to take ownership.

• Ability to prioritize and handle multiple tasks based on business needs.

• Desire to work in a fast-paced environment.