Hiring Online Technical support Managers to Kochi

Job Purpose :

- The primary purpose of this position is to lead, inspire, train and develop the Technical Support team - providing a high quality, 24 hour, 5 day a week support to our Customers primarily through our online chat service.

- This is a customer facing team, responsible for 100's of direct customer interactions every week - you are responsible for the quality, consistency and professionalism of the responses and continuously improving the quality and relevancy of these responses.

- You will be responsible for achieving the agreed service levels and KPI- s, setting staffing levels and ensuring headcount is sufficient to meet the growing support requirements. For peak demand - you will coordinate with our global FAE teams who will provide additional support.

- This is a highly visible and demanding role requiring a proven track record in technical or FAE support in the field of connectors or similar electronic component products - in a global technology company.

- Must have experience leading and developing teams to deliver customer satisfaction in an online technical support or sales support environment.

- Passionate about customer service and surpassing KPI's and service levels.

- Excellent written and verbal communication skills.

- Must demonstrate effective leadership skills and is willing to challenge senior management building clear justifications for change.

- Able to take ownership and use initiative, meet deadlines and work in a fast paced environment

- Must demonstrate strong collaboration, team working and proactive influencing skills.

- Comfortable dealing with ambiguity.

Experience :

- 10-15 years of electronic engineering experience, ideally as a technical support engineer or FAE with at least 5 years in a manager role.

- Experience in the connector electronics industry a plus

- Experience of Live chat and Salesforce preferred.

- Degree (Mechanical, Electronics & Electrical Engineering)

- This position is responsible for cross functional collaboration with Product Management and Sales to provide effective Customer Support and to ensure the business objectives are achieved.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.