Job Openings for Technical Support Manager in Bangalore

Skills

• Should have good communication skills (both written and oral) and interpersonal skills
• Must be professional, articulate and able to achieve goals with moderate supervision
• Demonstrated experience working on critical customer facing systems and issues
• Experience in developing support processes and procedures in a software product or technology services company
• Knowledge of .NET Framework and Share-point desirable

Key Responsibilities

• You will be a technical champion who can work at the code level to help our customers with their high-end, enterprise level customer integrations of our products
• This fast-paced, demanding environment requires multi-tasking and a detail-oriented personality who enjoys working with international customers resolving their issues Analyze problems by using analysis, source code, and other sophisticated debugging tools and develop solutions to meet customer needs; may involve writing custom code Participate in meetings to share knowledge with other engineers and develop efficient customer solutions Oversee team providing support to end users, lead operational planning and project, manage the deployment, monitoring, maintenance, development, upgrade, and support of various .Net Applications
• Maintain support processes and procedures for both customers and partners
• Be responsible for closure of all cases within customer service level agreement constraints
• Apply technical knowledge for the purpose of managing case escalations
• Established and maintain measurements to manage customer satisfaction levels
• Manage a decentralized onsite technical support members
• Direct and assign work within the support services function
• Establish standards for measuring the performance of the team and individuals delivering technical support.
• Coach and mentor support specialists to develop their skills and knowledge Should be able to handle the Team.
• Collaborate with development staff to ensure quality assurance in design of new products Supervise the daily activates of the support services team
• Manage routine communications with customers and partners for the support team
• Accept escalations and manage customer communications at the first escalation point
• This position reports into the Operations Director

More info on opening from http://www.vhire4u.com/job-description-mar-tsm.html