Job Description

Department

: Customer Success / Technical Services

Reports To

: COO or Head of Operations

Role Summary

The Tech Support Manager will lead and manage all aspects of technical support operations to ensure seamless service delivery, superior customer experience, and alignment with MecTURING's innovation-first approach. This individual will act as a key bridge between customers, internal teams, and technology vendors.

Key ResponsibilitiesTechnical Support Operations

Supervise daily operations of the technical support team. Ensure timely and accurate resolution of customer tickets as per defined SLAs. Establish support best practices, SOPs, and workflows. Act as the final escalation point for complex customer issues. Oversee ticketing system performance and ticket lifecycle management. Create, maintain, and standardise knowledge base articles and support documentation. Monitor the performance of IT systems to proactively identify and address concerns.

Customer Focus & Communication

Drive customer-first culture within the tech support team. Maintain high CSAT (Customer Satisfaction) and NPS (Net Promoter Score) metrics. Serve as the voice of the customer internally; manage escalated communication and service recovery. Collect and analyse customer feedback for service improvement initiatives. Develop communication templates for high-quality customer engagement.

Strategic & Collaborative Responsibilities

Develop and refine support strategies aligned with MecTURING's business goals. Collaborate with Product, Engineering, and Operations for product improvement feedback. Support IT infrastructure planning and service scalability. Manage third-party vendors and service partners. Ensure legal and regulatory compliance across all support operations. Contribute to budgeting and forecasting for the support division. Stay informed on latest trends in smart electronics, AI-based diagnostics, and tech support innovations.

Qualifications

Bachelor's degree in Computer Science, Electronics, IT, or related field. 5-8 years of experience in technical support roles; at least 2 in a managerial position. Experience with CRM and helpdesk tools (e.g., Freshdesk, Zoho Desk). Strong communication, problem-solving, and team leadership skills. Familiarity with smart home appliances, IoT, and connected ecosystems is a plus.

KPIs & Success Metrics

First Response Time (FRT) & Average Resolution Time (ART) Ticket SLA adherence Customer Satisfaction (CSAT) & Net Promoter Score (NPS) Team productivity and training hours Reduction in repeat complaints Quality and upkeep of documentation
Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Paid sick time Paid time off Provident Fund
Shift:

Morning shift
Language:

English (Preferred)
Work Location: In person