Product Support Manager
Location: Pune
Overview:
As a Product Support Manager at Promobi Technologies, you will be responsible for managing a team of technical support engineers who specialize in chat, email and call support, to ensure the success of our customers.
You will be expected to handle critical customer escalations, provide technical guidance, and drive KPI-driven performance to enhance customer experience.
The ideal candidate must have a strong technical background, excellent people management skills, a strategic view to optimize support processes, and experience in leveraging analytics for informed decision-making to deliver world-class services.
Qualifications:
At least 14+ years of overall work experience in Technical/Product Support, including minimum 7 + years in managing teams
Proven experience in chat, email, and call support, preferably in a SaaS environment
Proficiency in working with technology and ticketing tools such as Intercom, Zohodesk and JIRA, etc.
Knowledge of mobile computing space (Android, iOS, Windows and MAC devices)
Understanding of ,IT Infrastructure of enterprise companies
Any prior experience working with mobile device management solutions is an asset
Key Responsibilities:
Technical Support and Escalation Handling:
Provide technical expertise and support to ensure the team can handle complex issues
Serve as an escalation point for support agents and contribute to customer calls to retain customers
Support Performance & Operations:
Drive performance culture with a focus on SLAs and KPIs like Resolution Time, First Response Time, etc.
Strategically analyze and optimize support processes to improve efficiency and customer satisfaction
Ensuring stable and improving CSAT from customers.
Customer Experience & Product Enhancement:
Ensure a world-class customer experience by continuously improving support strategies and methodologies
Gather customer inputs and provide customer feedback for product improvements
Partner with other teams, chime in on customer calls, and ensure customer retention
Represent the support department on cross-organizational teams and deliver on organizational objectives
People Leadership and Team Development:
Manage, mentor, and develop a high-performance support team
Conduct performance reviews, provide regular feedback, and prepare growth plans for team members
Data Management and Reporting:
Maintain data and reports, presenting them to various stakeholders as necessary
Draft support documentation and processes as needed
Skills:
Strong technical background with expertise in troubleshooting complex software issues and familiarity with support and QA
Exceptional written and verbal communication skills
Deep understanding of customer needs and dedication to delivering outstanding customer service, ensuring memorable experiences in every interaction
Experience in managing technical support teams, driving KPI-driven performance
Strong collaboration and teamwork skills, capable of effective cross-functional collaboration
Effective escalation management with multiple stakeholders
Ability to analyze data and derive actionable insights using analytics tools
Please visit below links for better understanding about organization and products:
Why Join Us:
● Health Benefits
● Fitness Benefits
● Hobby Allowance
● Educational Benefits
● Personal Accident Policy
● Term Insurance