Job Description

Description Sinch, a leader in cloud communications, is seeking a skilled Manager of Technical Support to join their team. As Manager- Technical Support, you will play an important role in supporting Sinch\'s customer base by providing technical assistance and support to both clients and internal teams. Sinch partners with leading enterprises and startups across the globe to enrich engagement and improve communication with customers. As a trusted carrier of 25 billion API calls per year, Sinch is committed to enhancing people\'s daily lives through reliable, cutting-edge communication technology. Responsibilities Managing the Technical Support team to ensure excellent service delivery Developing and implementing technical support and operational policies, procedures and standards Liaising with cross-functional teams internally to resolve technical issues Taking ownership of escalated issues and seeking to resolve them in a timely fashion Providing regular reporting on technical support metrics and monitoring KPIs Ensuring customer issues are identified and resolved in an effective and timely manner Creating and maintaining detailed documentation of product features, issues, and resolution methods Build relationships with assigned customers, setting expectations prior to project kick-off, addressing all technology/product deployment-related issues, and continually delighting them with a positive, customer-centric attitude. Analyzing clients\' accounts to ensure they were updated to the most suitable plan based on their usage style. Continuously monitoring delivery status on all projects, updating status, and managing client expectations. Initiate and implement customer relationship management techniques and methodologies across the team to secure the maximum retention of existing customers. Review customer complaints/support issues and concerns, seek effective resolutions from Product Support teams, and seek to improve all aspects of the customer experience with the company. Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. Take initiatives and being proactive to identify and improve the customer engagement process. As a key owner for all the customer relation processes, ensure seamless integration of customer interactions and information flow across all customer touch points. Schedule and lead product demos of various in-house platforms, showcasing benefits of product features. Coordinate with clients to gather the new requirements/features design and deliver the product in agreed timelines. This role is based at our Noida office. 8+ years working experience in a technical support role Experience managing and leading teams Excellent communication and interpersonal skills Proven ability to think strategically and problem-solve in a dynamic environment Strong analytical skills with the ability to troubleshoot complex technical issues Experience with API and cloud technology preferred Bachelor\'s degree or equivalent technical field. Experience in CRM & Marketing Automation Tool. Benefits Private Health Insurance Training & Development

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