Technical Support Manager

Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.

Job Overview

This role is responsible for ensuring a Delightful Pre & Post-Implementation Customer Experience that aligns with our business strategy and SLA Commitment. Moreover this role is responsible for establishing the NOC and managing efficient Network & System Operations with proactive handling.

Key Responsibilities

• Team Building: Build a team of A Players with right potential and talents to achieve the organizational objectives and create the strategy for successful NOC and Technical Support Operations.
• Training and Development: Continuously train and coach the team to achieve their Key Performance Indicators and keep them motivated.
• Leadership and Performance Management: Keep a close eye on the Support Operations and ensure Quality Assurance and performance goals are met according to the plan. Do performance appraisal of your team on Quarterly basis
• Team Culture: Create and maintain a performance oriented culture within the team by creating positive competition and open learning environment
• Process: Create, implement and streamline processes related to successful operations of a diverse technical support and network operations function. Implement ITIL framework in the CNOC department.
• Customer Experience: Transformation of the customer experience by providing proactive, professional and friendly support operations to the customers
• Customer Empowerment: Engage with the customer during Go-Live Support period, ensure they are properly trained and empowered to get full benefit of Contegris products and solutions
• Customer Relationship: Be the first level of escalation for the customer, Handle support escalations and get them resolved on priority.
• Collaboration: Partner with Development and Leadership team to help resolve Customer Queries which need special attention and share valuable suggestions for improvement. Collaborate with Deployment team for smooth and efficient onboarding of the customer.
• CSAT & NPS Surveys: Actively conduct the CAST and NPS Surveys and suggest corrective action to the leadership.
• Reporting & Analysis: Analyze support operations for the required KPIs, do continuous performance management and present the analytical reports to the leadership on weekly, monthly, quarterly and yearly basis.
• Information Security: Understand and Implement Contegris ISMS policy across the functions

Requirements

• Education: MS/BS in IT/CS or Equivalent
• Experience: Minimum 4~5 years experience working with BPO/SAAS Company in the Implementation, Lead Support Engineer role with management responsibilities
• Leadership skills
• Ability to work under extreme pressure without losing cool
• Ability to handle multiple things going on simultaneously
• Team Management as a successful coach
• Handle Technical Support Operations
• Handle NOC Operations
• Handle Contact Center Operations
• Strong Reporting & Analytical ability