Technical Support Lead Job in Shipconsole

Location: Hyderabad

The job description is detailed below.

• Responsible for building a World-Class Technical Support Team that has an obsession with Customer success.
• Set direction and provide oversight, coaching, management, and leadership for the team. When needed, be able to step in and resolve issues.
• Engage directly with Customers on the product features and communicate the new features and benefits.
• Handle escalations, coordinate with Engineering, Sales when needed for resolutions.
• Staffing availability and forecasting
• Analyse the product data, come up with trends and forecasts. Knowledge Management
• 5-10 years of management experience in technology-related roles, preferably SaaS or cloud environments, hands-on experience in leading and managing product support services teams.
• Must have worked in Product Technical support resolving issues, handling Customer Communication calls, tickets, escalation meetings.
• Must possess strong people skills and professionalism Must have a robust customer-focused attitude with the ability to listen, understand and respond quickly to customers

Education: B.Tech, MBA or any equivalent degree