14 Oct
Integrate
Chennai
Company: Integrate
Work Location: Chennai
Work model: Hybrid
Work timing: 6pm to 3am IST (US Shift)
Job Description:
We're looking for a highly motivated and experienced Chennai based Manager, Technical Support. Through partnering with our customer-facing teams, Product Managers, Engineers and engaging directly with our clients, you’ll play a crucial role in ensuring customer satisfaction and loyalty. Great Customer Support is something we take very seriously at Integrate, which is highlighted by the regular customer satisfaction praise that we receive from our customers.
As a Manager, Technical Support, you’ll be responsible for leading the non-US-based customer support team,
ensuring that our customers receive the highest level of service. Providing escalation management, resolving issues, and ensuring satisfaction with our products. You’ll have the ability to drive your role with a keen eye for larger trends and share valuable insights that inform product decisions and improvements. Your role will also involve training team members, monitoring performance metrics, and providing feedback to help the team achieve their goals.
Key Responsibilities
- Act as a point of escalation for complex customer issues, troubleshooting problems, and resolving them in a timely manner by liaising with all stakeholders involved.
- Lead a team of Customer Support Specialists, including providing guidance, support, and ongoing training, mentoring, and coaching to ensure their success.
- Collaborate with cross-functional teams, including Product Management and Engineering, to address and resolve technical issues reported by customers.
- Continuously improve customer support processes and workflows to enhance efficiency and customer satisfaction.
- Develop and maintain knowledge base resources and documentation for both internal and external use, including training and process documentation.
- Monitor and analyze customer support metrics and key performance indicators to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Collaborate with the Sales, Professional Services, Customer Success, and Onboarding teams to ensure smooth onboarding of new customers and provide ongoing support to existing customers.
- Provide product training and support to customers as needed.
- Stay up to date with industry trends and best practices in omni-channel customer support and SaaS platforms.
Skills
- 9+ years of cumulative experience in software, professional services, software development, enterprise support, and customer-facing roles.
- A passion for servicing customers and troubleshooting.
- A strong sense of accountability and quality; a person that is not happy with mediocrity.
- Experience managing team members that are remote and located in different time zones.
- Strong leadership and coaching skills.
- Experience working with SaaS companies.
- Strong judgment, decision-making, drive and insightful analytic skills. Process oriented, but also flexible, knowing when processes need to change or evolve.
- Ability to prioritize work and assess risk, while delivering a high-quality customer experience.
- Strong technical acumen and knowledge.
- API and integration experience.
- Ability to code (coding as a hobby, experience coding, etc.).
- Experience in developing and implementing support strategies.
▶️ Customer Support Specialist (US Shift)
🖊️ Integrate
📍 Chennai