Technical Support Manager responsible for leading multi-channel support teams (chat, email, and phone), managing escalations, and providing technical leadership to ensure customer success. Drives KPI-based performance, process optimization, and data-driven decision-making to deliver exceptional customer experience.
ProMobi Technologies Pvt. Ltd.
At least 14+ years of overall work experience in Technical/Product Support, including minimum 7+ years in managing teams
Proven experience in chat, email, and call support, preferably in a SaaS environment
Proficiency in working with technology and ticketing tools such as Intercom, Zohodesk and JIRA, etc.
Knowledge of mobile computing space (Android, iOS, Windows and MAC devices) Understanding of ,IT Infrastructure of enterprise companies
Any prior experience working with mobile device management solutions is an asset
Technical Support and Escalation Handling:
Support Performance & Operations:
Drive performance culture with a focus on SLAs and KPIs like Resolution Time, First Response Time,etc.
Strategically analyze and optimize support processes to improve efficiency and customer satisfaction
Ensuring stable and improving CSAT from customers.
Ensure a world-class customer experience by continuously improving support strategies and methodologies
Gather customer inputs and provide customer feedback for product improvements Partner with other teams, chime in on customer calls, and ensure customer retention
Represent the support department on cross-organizational teams and deliver on organizational objectives
People Leadership and Team Development:
Manage, mentor, and develop a high-performance support team
Conduct performance reviews, provide regular feedback, and prepare growth plans for team members
Data Management and Reporting:
Maintain data and reports, presenting them to various stakeholders as necessary
Draft support documentation and processes as needed
Strong technical background with expertise in troubleshooting complex software issues and familiarity with support and QA
Exceptional written and verbal communication skills
Deep understanding of customer needs and dedication to delivering outstanding customer service,ensuring memorable experiences in every interaction
Experience in managing technical support teams, driving KPI-driven performance
Strong collaboration and teamwork skills, capable of effective cross-functional collaboration
Effective escalation management with multiple stakeholders
Ability to analyze data and derive actionable insights using analytics tools
ProMobi Technologies is one of the fastest-growing bootstrapped SaaS companies. Our mission is to empower organizations across different verticals to solve real business problems with world-class SaaS products. We are driven by young, passionate, and highly experienced professionals who have a knack for building cutting-edge solutions and delighting our customers. Our product portfolio includes Scalefusion, a Unified Endpoint Management (UEM) solution, NuovoPay, a Device Financing Risk Management (DFRM) platform, and NuovoTeam, a Push-to-talk & team communication platform.
Scalefusion - our flagship product is a leading mobile device & endpoint management software helping businesses to secure and manage a fleet of mobile devices and diverse endpoints including smartphones, tablets, laptops, rugged devices, POS, and digital signages.
NuovoPay enables Telecom Carriers, Resellers & Finance companies to protect their leased devices against EMI payment defaults. NuovoPay’s mobile locking technology remotely locks the devices that are leased to the consumers in the event of failure in EMI payments or if the devices are reported stolen. This ensures reduced collection costs and timely EMI payments.
NuovoTeam is an all-in-one employee productivity and push to talk(PTT) app that facilitates employee productivity tracking, communication and collaboration across your workforce with its distinctive features
