Job Description

About The Company:

ARA\'s Client enables cyber, data, and operational resilience for every organization with the Data Resiliency Cloud, the industry\xe2\x80\x99s first and only at-scale SaaS solution. Customers can radically simplify data protection, streamline data governance, and gain data visibility and insights as they accelerate cloud adoption. It is trusted by thousands of enterprises, including 60 of Fortune 500, to make data more resilient and accelerate their journey to the cloud.

The Role:

Technical Support Manager

Key Responsibilities:

• Responsible for leading a team of Tech Support Engineers in the Global Technical Support organization, who are engaged in providing assistance to customers and partners in technical issue identification and resolution.
• You are technically sound and can understand the technology + learn their Products. This is a must to assist the team in resolving technical problems.
• Specializes in high-end, Enterprise level support of customers or channel partners with advanced support needs.
• Establishes staff schedules for queue coverage and individual or group training sessions.
• Conducts regular 1:1 and team meetings to evaluate individual and team performance and facilitates the development of proficiency in both technical skills and general customer service skills.
• You will work closely with the support team, Engineering, Solutions Delivery, Sales, and Product Management to ensure that client is delivering overall superior service and support to our customers.
• Has very good verbal and written communication skills to drive effective customer communication.
• Delivery of superior-level support to end-user customers and functioning as point-of contact for raised issues to ensure appropriate response and focus of support teams.
• Good understanding of technical support KRA/KPI and ability to drive/meet them consistently.
• Demonstrate strong acumen to understand and work with support leadership to solve business challenges
• Design, develop and implement processes to enhance support function
• Drive critical customer issues to resolution leveraging cross-functional resources
• Proven track record of delivering results through people, business and operations management.
• Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
• Conduct structured meetings to create cohesive environment of support operations
• Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates.

Skills Required:

• Good understanding of the following technologies:

• SaaSApps- M365, Gsuite, SFDC
• Windows/Linux/MAC operating systems
• Active directory/API
• AWS

• Analytical thinking and problem solving through data analysis is a must to have.
• Background of storage/backup/security would be an added advantage
• Certification in Lean/Six Sigma or PMP would be an added advantage.
• Skilled in leading and motivating talented support engineers.
• Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
• Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
• Must be motivated by challenges and be able to offer multiple solutions for a problem.
• Consistent record of defining and developing innovative enhancements to Support process and methodology.
• Able to develop individual and team objectives to contribute positively to organizational goals and direction.
• Proven ability to work in a dynamic environment and use judgment in handling customer calls and providing technical assistance.

Qualifications & Experience:

• Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
• At least 3 years of management experience in a technical support environment
• Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
• Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations
• Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
• Understand the need and importance of having \xe2\x80\x9ccustomer at the core\xe2\x80\x9d of everything we do
• Must have at relevant experience working as a Support/Technical Engineer
• You have successfully delivered a key initiative project in the current organization that has helped scale up the support level and business.
• You are dynamic and can adopt the changes and drive changes easily.

Required Skills AWS, Technical support, SaaSApps

Educational Qualification BSc Comp Science Or Equivivalent

Jan 18, 2024

Pay Rate

2300000 - 3000000 INR Per Annum

3 - 6 Years Exp.

1 Vacancy

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