Hyderabad Grid Logic Software Private Limited is looking for Technical Support Manager

The ability to maintain calm under pressure
Efficiency and organisational skills
Ability to think strategically and to lead
Advanced troubleshooting and multi-tasking skills
Flexible to work in shifts

The Tech Support Manager role will have customer facing responsibility & involves managing a team of engineers to oversee regular support operations.

Key Responsibilities:

Provide customer and technical support to customers through inbound phone, chat and email requests.
Independently identify, troubleshoot, document, categorise and replicate customer problems and then escalate complex problems according to defined escalation procedures
Communicate bug fixes and new product enhancements to customers
Report enhancement requests received from customer regarding hardware, application, or documentation
Ensure all the relevant dashboards are updated
Analysing call logs to spot trends and underlying issues.

Follow up and make scheduled call backs to customers where necessary.
Partner with Technical Support team members on various strategic projects when needed
Build relationships with customers as required. Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences
Evaluation of current processes, technology, and organisational skills to identify areas of improvement and opportunities for advancement.

Our workforce comprises diverse skillsets and ample expertise; the different perspectives of our employees lend themselves to interesting and innovative ideas. Our goal is to keep expanding our team while simultaneously ensuring employee happiness and sustainability of their ambition. We are dedicated to the comfort and well-being of our team. We believe that happy faces create happy companies, and so we ensure that everyone is happy around us.