Head - Tech Support | Thiruvananthapuram

We are seeking a dynamic and experienced Head of Tech Support to lead our technical support team in Thiruvananthapuram. This role is crucial in ensuring seamless operation of our technology infrastructure and providing exceptional support to our users. You will be responsible for managing the day-to-day operations of the tech support department, fostering a culture of excellent customer service, and driving continuous improvement in our support processes.

Key Responsibilities:

Lead and manage the technical support team, including hiring, training, and performance management.

Develop and implement strategies to improve the efficiency and effectiveness of the tech support function.

Oversee the resolution of technical issues, ensuring timely and satisfactory solutions for internal and external users.

Establish and maintain service level agreements (SLAs) and monitor team performance against them.

Collaborate with engineering and product teams to identify and address recurring technical problems.

Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles.

Manage support tools and technologies, ensuring they are up-to-date and effectively utilized.

Analyze support data to identify trends, areas for improvement, and opportunities for proactive support.

Ensure compliance with company policies and procedures.