Technical Support Manager job description
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What does a Technical Support Manager do?
The Technical Support Manager leads the support team in delivering high-quality customer service and technical solutions. This role ensures the seamless operation of support services by managing technical teams and processes, contributing to customer satisfaction and retention.
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What are the Key Responsibilities of Technical Support Manager
- Lead and mentor technical support teams.
- Develop and implement support policies and procedures.
- Analyze and report on performance metrics and service quality.
- Coordinate with engineering and product teams for issue resolution.
- Manage escalated customer issues and ensure timely resolution.
- Foster a customer-centric environment through training and leadership.
- Monitor industry trends and adapt support approaches accordingly.
- Ensure the availability and functionality of support tools and resources.
What are the Skills and Requirements for a Technical Support Manager?
- Strong leadership and team management skills.
- Proficiency in customer support software and ticketing systems.
- Excellent problem-solving and analytical skills.
- Effective communication and interpersonal abilities.
- Ability to manage multiple tasks and resolve conflicts.
What are the KPIs to track for Technical Support Manager?
The Technical Support Manager is evaluated on team performance, customer satisfaction scores, response and resolution times, and successful implementation of support procedures.
Customer Satisfaction
High customer satisfaction scores measured through surveys.
Response Times
Improvement in average response and resolution times.
Team Development
Enhancements in team skills and knowledge base.
Reports to
Director of Customer Support
Collaborates with
Engineering Team, Product Management Team
Leads
Technical Support Specialists
Are any specific tools or software required for the Technical Support Manager role?
- Zendesk
- JIRA
- Salesforce Service Cloud
What is the qualification of Technical Support Manager?
Bachelor's degree in Computer Science, IT, or related field with 5+ years experience in technical support management.
