Technical Support Head

“We are looking to hire for a key leadership position supporting and driving growth through innovation, while developing a strong Quality culture and customer-centric mind-set across the organization.”

Looking for Immediate Joiners

At SelfTech, we continuously strive together to create a culture of innovation, creativity and confidence. There will be an obvious opportunity to grow your skill set. We always looking to hire self-motivated people who takes initiatives and willing to get things done on his/her own.

About Company:

Our Vision: “Empower MSME India with latest Technology”

We are specialized in developing Easy to User Interface Software of web and mobile solutions for commercial India in E-commerce, Communication, Social Media, Customer Support, Sales, Enterprise Resource Planning (ERP), and Business process automation (BPA) with a very user-friendly approach.

With more than 20 years of Established Business Experience in management, sales, support and communication in both product & services in various domains and verticals the promoters of Self Tech observed that though there has been high internet penetration in the Indian market, still there is by far very less access to quality software solutions available for Indian start up, small and medium businesses.

Job Description:

As Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our organization. You will work closely with our Technical Support Management team including the Sr. Managers, Director, Engineering, Sales, and Product Marketing teams to ensure that our products are delivering overall superior service and support to our customers. 

Role:  Technical Support Head / Technical Support Manager

Industry Type:  IT Software Services

Employment Type:  Full-time

Job Location:  Nagpur

Education Qualification:  B.E/ B.Tech / BCA / MCA / MCM / Diploma

Salary:  No bar for deserving candidate

Remote/From Office:  Work from Office

Experience Required: Minimum 10 years

Responsibilities:

• To lead and supervise the team of technical Support Executives for providing L1 Support. 
• Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management.
• Create reports, results and details of customer tickets (Reports and Presentations).
• Evaluate customer support tickets and prepare action plan for improvements. Implement strategic plans to improve customer support. 
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• To ensure Quality Control as per SelfTech standards and procedures.
• To ensure customer satisfaction through accurate and timely resolution of issues. 
• Interaction with customers for queries and feedback.
• Mentoring & Training to the Support Executives. 
• To monitor and ensure Support Executives productivity. 
• Troubleshoot problems and coordinate with various internal departments to resolve problems.
   

Skills, Experience & Qualification Required:

• 10+ years (preferred) of relevant experience in the software industry with a minimum of 3 years in technical support management that includes people management. 
• Background in the development and management of support groups, specialized technical support teams and running 24x7 support operations.
• Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization.
• Experience in both small and large companies is highly desirable.
• Exposure with systems operations and management environments within large enterprise customers and/or service providers is desirable.
• Good communications and interpersonal skills.
• Track record of accomplishment and effectiveness within organizations.
• Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc.
• Any relevant Bachelor / Master degree or equivalent technical experience, MBA a significant plus

Interested Candidates can send their resumes at hr@selftech.in