Technical Support Director

7 days ago

Lahore, Punjab, Pakistan beBeeLeadership Full time 900,000 - 1,100,000
Job Title: Senior Technical Support Lead

This role requires a highly skilled and experienced technical support leader to oversee technical support operations, including managing ticket queues and ensuring Service Level Agreement (SLA) compliance.

The ideal candidate will have excellent leadership and communication skills, with the ability to motivate and inspire their team to achieve exceptional results. They will also have a passion for delivering outstanding customer experiences and be committed to continuous process improvement.

Key Responsibilities:
  • Manage technical support teams to ensure prompt resolution of customer issues and maintain high levels of customer satisfaction.
  • Develop and implement effective technical support processes and procedures to improve efficiency and productivity.
  • Collaborate with cross-functional teams, including development, deployment, and customer success, to resolve complex customer queries and ensure smooth onboarding.
  • Analyze support Key Performance Indicators (KPIs), including resolution time, customer satisfaction, backlog, and escalations, to identify trends and areas for improvement.
  • Presentation performance reports to leadership on a regular basis to ensure ongoing process improvements.
Required Skills and Qualifications:
  • Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
  • 4-5 years of experience in SaaS B2B in a similar capacity.
  • Proven experience managing Technical Support, NOC, and Contact Center Operations.
  • Strong leadership, coaching, and team-building abilities.
  • Excellent reporting, analytical, and problem-solving skills.
Preferred Qualifications:
  • Familiarity with ITIL frameworks is a plus.
  • A customer-first mindset with a strong ability to manage escalations and deliver satisfaction.

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