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Technical Support Manager

Summary

We’re dreamers. Inventors. Pioneers. Constantly challenging the status quo, always on the lookout for breakthroughs. We’re building technological marvels and creating experiences that humanizes technology. Real time communication to AI, speech technologies to analytics, we’re reinventing how businesses and customers communicate. Proudly cash-flow positive, we are funded by our customers, not VCs.

The Samespace Support team is looking for a Team Manager to lead a team of technical advisors. This role requires that you be available for your team during their shifts, which may include evenings, weekends and/or holidays.

What you’ll do
Manage and exceed Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
People Management – Hiring, productivity, employee morale, resource allocation and utilization, team motivation, attrition and training.
Deep dive into technical issues.
Drive daily incident management success from detection to resolution and handle customer dissatisfaction issues.
Lead by example to cultivate and maintain a culture built on teamwork and collaboration.
Work closely with the QA and development team for quick resolution.
Essentials
4+ years of technical support/engineering role in a technology company.
Solid understanding of networking and VoIP.
Strong and effective written and verbal communication skills.
Self motivated and proactive with proven creative and critical thinking skills
Education

Degrees don’t matter here, but it’s cool if you have one.

Location

Mumbai, India.