Technical Support Operations Manager

About Position:

Leads the Technical support team, ensures timely and effective resolution of client issues, manages performance metrics, and drives customer satisfaction and operational efficiency.

• Role: Technical Support Operations Manager
• Location: Pune
• Experience: 10+Years
• Job Type: Full Time Employment

What You'll Do:

• Work collaboratively with cross-functional teams to ensure an exceptional customer
• experience.
• Hire, on-board, coach and develop the best support engineers in the industry.
• Drive customer escalations to resolution by leading and engaging with customers
• directly.
• Manage the overall health of the case queue and phone coverage.
• Ability to identify and manage support metrics, reporting tools, tracking tools and
• infrastructure, to ensure all department activities are process driven.
• Be a part of the weekend coverage rotation to assist with high-priority and global
• outages.

Expertise You'll Bring:

• BS Degree in a technical curriculum or equivalent.
• 6+ years experience successfully leading a customer support team.
• Proven track record of managing top talent and fostering their growth
• A record of creating a team environment with high employee retention, strong job
• satisfaction, and successful career growth
• Ability to self-direct, multi-task and prioritize job requirements
• Strong knowledge of customer relationship management
• Excellent verbal, written and interpersonal communication skills.
• Knowledge of security platforms, email protection, cloud services, software as a
• service (SaaS)
• Candidates should be flexible working evening and weekend shifts
• Participate in on-call support 24x7 rotation as assigned.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents.

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."