Global Customer Technical Support Head

Designation : Global Customer Support Head Reporting to : CEO Location : Chennai, India Education : Bachelor's degree in Computer Science, Software Engineering, or Electrical Engineering Years of Experience : 10 years (5 years in a leadership role) Job Description Roles and Responsibilities : Leadership and Team Management : - Provide leadership and direction to the entire customer support department. - Supervise, mentor, and lead a team of customer service representatives (CSRs). - Conduct regular training sessions to ensure the team is knowledgeable about the company's hardware and software products, as well as the highest customer service standards. - Set performance goals for the team and monitor progress through regular feedback and performance reviews. - Conduct financial analysis of the department, manage the departmental budget, and identify additional financial support needed for improvement in customer support activities. Customer Support Operations : - Oversee day-to-day customer support operations, ensuring timely and effective resolution of customer issues. - Manage customer inquiries across various channels (email, phone, live chat, and support tickets). - Develop and maintain knowledge bases, FAQs, and troubleshooting guides for hardware and software products. - Act as the main point of contact for key clients to facilitate and coordinate on customer queries. - Carry out system deployments and user acceptance testing activities for standard, customized, and integrated solutions. - Ensure compliance with delivery schedules and error-free Experience Optimization : - Monitor and analyze customer feedback to identify trends and areas for improvement. - Implement strategies to improve customer satisfaction, reduce response times, and enhance the overall customer experience. - Act as an escalation point for complex or unresolved customer issues. - Take responsibility for customer queries and with Other Departments : - Work closely with product, sales, and technical support teams to address recurring customer pain points. - Provide feedback to the product development team to improve hardware and software offerings based on customer insights. - Collaborate with marketing to develop customer-centric campaigns and communication strategies. Reporting and Analytics : - Generate and present regular reports on customer service metrics, including response times, resolution rates, and customer satisfaction (CSAT). - Track and report on key performance indicators (KPIs) to measure the success of the customer service department. - Measure and report SLA efficiency. - Ensure timely and accurate MIS and report generation. Process Improvement : - Identify inefficiencies in customer service processes and implement solutions to streamline workflows. - Stay updated on industry best practices and emerging tools to enhance customer support and Requirements : Education : - Bachelor's degree in Computer Science, Software Engineering, or Electrical Engineering. Experience : - Minimum of 10 years of experience in customer service support operations, with at least 5 years in a leadership role. - Prior experience in a product company (hardware/software solutions) is highly preferred. Skills : - Strong leadership and team management abilities. - Excellent written and verbal communication skills. - Analytical mindset with the ability to interpret data and generate actionable insights. - Technical aptitude to understand hardware and software solutions and explain them to customers. - Strong problem-solving skills and a customer-first mindset. - Self-motivated with the ability to work under minimal supervision. - Ability to operate in a changing and ambiguous environment. - Excellent time management skills, with the ability to effectively prioritize tasks. - Experienced in working with multi-time zone and multi-cultural teams. - Exposure to voice and non-voice processes in customer support. - Experience in customer support metrics and measures. - Understanding of financial metrics such as costing, budgeting, forecasting, and generating revenue. Technical Skills : - Proficient in customer service tools and CRM platforms (e.g., Zoho, Zendesk, Salesforce, Freshdesk). - Knowledge and experience in web and mobile application-based product support. - Excellent knowledge in the deployment activity process (documentation, training, UAT, commissioning). - Excellent knowledge in configuring, deploying, and troubleshooting in Windows Server environments. - Excellent knowledge in configuring, deploying, and troubleshooting in SQL Server environments. - Excellent knowledge of networking and IT infrastructure for customer deployments. - Excellent knowledge of bug and issue reporting processes using Jira or similar platforms. - Excellent knowledge of maintaining a knowledge base in Zoho, Confluence, or similar platforms. - Good knowledge of scripting and basic programming languages (ref:hirist.tech)

Location: chennai, IN

Posted Date: 3/26/2025