Technical Customer Support Manager

工作内容

About Kovai.co :

Kovai.co, the fastest growing SaaS organization is a premier enterprise software company offering multiple products at scale both in the enterprise arena and in the B2B SaaS space.

We are a technology partner of choice for many of the worlds leading enterprises to manage and monitor their Microsoft BizTalk and Azure Serverless environments.

We always stand out from the crowd with our product team consisting of thinkers and innovators who are re-defining the way robust Enterprise Software and SaaS products are built. Headquartered in London, U.K and with a development center in Coimbatore, India, our engineers have niche skills and in-depth domain knowledge.

Trusted by over 1,000+ business around the world.

Key Products:

• BizTalk360
• Serverless360
• Atomic Scope
• Document360

As a feather in our cap, we have made our first ever acquisition of Cerebrata, a privately-held SaaS product company. We believe this is the beginning. (https://www.kovai.co/blog/coimbatore-saas-company-kovaico-acquires-cerebrata)

We wish to be known for our values of integrity, teamwork and excellence. As we grow, we ensure that our culture remains at the heart of Kovai.co.

We are constantly on the lookout for smart people who are passionate about building great products, designing great experiences, building scalable platforms, and making customers happy. If youre looking to make an impact, Kovai.co is the place for you. If this describes you, feel free to have a look at our openings in our career page and apply to be a part of the $10 million journey!

Opportunity :Technical Customer Support Manager

What youll do on the job:

• Strategizing long-term business needs while driving customer feedback for process improvements.
• Maximizing productivity by supervising, mentoring and scheduling team members.
• Handling complex and sensitive client relations and quality control issues, impacting business direction and management positively.
• Managing knowledge base management system to provide better assistance to the vendors.
• Responsible for handling escalated issues by collaborating with the product or development team to ensure timely resolutions.
• Primary point of contact for all customer related issues.
• Collaborating with QA, Development, and Customer success departments to verify personnel receipt of updated product, service and troubleshooting information.
• Directing personnel training and mentoring team members to promote productivity, accuracy, and commitment to friendly service.
• Collaborating with Support leaders to define customer needs and implement effective solutions.
• Elevating customer satisfaction and loyalty with speedy issue resolution.
• Analyzing logs received on our servers and based on the analysis take further course of action.
• Provide After Hours point of Escalation for Enterprise Customer Issues.

Wholl be a good fit:

• 7+ years of experience with min 2+ years of Technical Team management experience.
• Support / Call Centre Management Experience in SAAS and Product based company.
• Technical Troubleshooting skills.
• Strong English verbal and written communication.
• International Customer Communication Experience

- Candidates should be ready to work in shifts 02 pm - 11 pm (IST)

Perks:

• Collaborative and fun team.
• Flat organizational structure.
• Rewards and recognition.
• Health care benefits.
• Upskill allowance.
• Located at the heart of the city with world class infrastructure.

If this excites you, apply for this opportunity, and the team would love to get on a call with you to discuss further.