Openings >> Sr. Manager Technical Support
Sr. Manager Technical Support
Summary
Title:Sr. Manager Technical Support
ID:732
Department:Customer Success
Location:India - Bangalore
Description

Job Title: Sr. Manager Technical Support
Location: Bangalore, India
Shift Time: 9:00 PM To 6:00 AM


Job Description:

As senior manager, technical support, you will have the responsibility for leading a highly skilled team of application support engineers who deliver 24x7 support to Milestone’s customers globally. You will work closely with the Senior Management, Engineering, Sales, and Customer Success and COE teams to ensure that Milestone is delivering overall superior service and technical support. The candidate will be able to hire, motivate, develop and retain quality Support Engineers; build and ensure adherence to support processes; leverage systems and tools to drive productivity; and leverage metrics to improve performance of the team.

Primary Responsibilities:

  • Provide superior technical support and service to the Milestone’s customer base
  • Lead a multi-tiered, 24x7 support function that delivers technical support to customers globally
  • Manage and develop the support team, including hiring, motivation, professional development, and retention
  • Identify and facilitate training programs which will improve product knowledge, technical skills and customer handling skills of team members
  • Design, develop and implement processes, systems, and technology to operationalize and improve the technical support function
  • Define, track and improve operational metrics for effective technical support operations
  • Handle customer and internal escalations and deal personally with difficult support issues
  • Work with Milestone's customer success managers and engineering team to identify and prioritize issues and enhancements which need to be taken up by the Product Team
  • Feed “Product Intelligence” and “Customer Intelligence” to the product team and the customer success teams

Required Skills/Experience:

  • 8+ years of experience in technical support, with a minimum of 3 years in technical support management that included managing people
  • Experience in handling international customers especially in North America
  • Strong background in the development and management of remote support teams, international support groups and 24x7 support operations
  • Expertise in developing processes that help deliver high quality technical support to customers in an effective and efficient manner
  • Excellent understanding of metrics to measure and improve the effectiveness of technical support organization
  • Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues
  • Familiarity with CRM or incident tracking and management systems
  • Knowledge of front end programming building websites including HTML, CSS, Javascript, testing/debugging, and browser tools
  • Track record of accomplishment and effectiveness within organizations
  • Good communications and interpersonal skills
  • Bachelor’s degree in Technology, preferably Computer Science

Preferred Knowledge, Skills, Abilities, And Background:

  • Exposure to digital marketing is highly desired
  • Experience in a start-up company or support organization of a multi-national technology product company
  • Experience building a support team from scratch or leading transformational changes in a support organization
  • Highly energetic, with a passion for helping customers
  • Multitasker with willingness to 'roll up sleeves' and do whatever it takes to achieve desired results
  • Strong people leadership skills who can inspire confidence in team
  • Analytical problem solver with critical thinking capability

About Milestone Inc

Milestone Inc is a leading digital marketing software and services company, providing solutions to the lodging industry. For more than 16 years, Milestone has been a pioneer and provider of internet marketing software and services, including website design, CMS, mobile sites, content creation, Social Media Management software, Reputation Management software, and SEO for worldwide clients across multiple industries.

Top Reasons to work for Milestone:

  • Work in an innovative digital marketing software + services organization
  • Great place to learn with phenomenal growth opportunity
  • Stable and rapidly growing company
  • Opportunity to work with a fun, amazing and talented team
  • Great benefits – Mediclaim and paid holidays (per year)
  • Exciting and innovative work environment
  • Employee referral incentive program

 

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