Customer Support Manager

Job Description for Sr. Support Manager

Responsibilities

· Research and identify solutions to software and hardware issues

· Diagnose and troubleshoot technical issues, including account setup and network configuration

· Ask customers targeted questions to quickly understand the root of the problem

· Track computer system issues through to resolution, within agreed time limits

· Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

· Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

· Provide prompt and accurate feedback to customers

· Refer to internal database or external resources to provide accurate tech solutions

· Ensure all issues are properly logged

· Prioritize and manage several open issues at one time

· Follow up with clients to ensure their IT systems are fully functional after troubleshooting

· Prepare accurate and timely reports

· Document technical knowledge in the form of notes and manuals

· Maintain jovial relationships with clients

· Equally distribute duties among team members

Requirements

· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

· Hands-on experience with Windows/Linux/Mac OS environments

· Good understanding of computer systems, mobile devices and other tech products

· Ability to diagnose and troubleshoot basic technical issues

· Familiarity with remote desktop applications and help desk software (eg. Zendesk)

· Excellent problem-solving and communication skills

· Ability to provide step-by-step technical help, both written and verbal

· Degree in Information Technology, Computer Science or relevant field

· Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Work Location: In person