Technical Support Manager

5 days ago

Lahore, Punjab, Pakistan Remotiv Full time $90,000 - $120,000 per year

Position Title: Manager Technical Support

Shift: Morning (10am to 7pm)

Job Location: Lahore

Responsibilities:

Operations & Escalation Management

 Oversee technical support and NOC operations, including managing ticket queues and ensuring SLA compliance.

 Act as the first point of escalation for complex or high-impact issues and ensure timely resolution.

 Proactively monitor systems and address incidents to maintain service uptime.

Team Leadership & Development

 Build and lead a high-performing team with the right mix of talent and potential to achieve organizational goals.

 Continuously coach and train the team to meet Key Performance Indicators (KPIs) and maintain motivation.

 Design training programs for Level 1, Level 2 support engineers for smooth onboarding.

 Conduct quarterly performance appraisals and manage ongoing performance improvements.

 Foster a performance-oriented culture through positive competition and a collaborative learning environment.

Process & Quality Assurance

 Design, implement, and refine support processes, SOPs, and NOC workflows using ITIL best practices.

 Conduct regular quality audits to ensure support interactions meet defined standards.

 Ensure the shift start reports are validated daily, and necessary actions are taken proactively.

 Update internal knowledge bases and training materials.

Customer Success & Experience

 Deliver a professional, proactive, and friendly support experience that strengthens customer trust.

 Engage closely with customers during the Go-Live phase, ensuring they are trained and empowered to use Contegris products effectively.

 Handle customer escalations efficiently and with empathy to maintain satisfaction.

 Conduct CSAT and NPS surveys, analyze feedback, and recommend corrective actions to leadership.

Collaboration

 Work closely with Development, Customer Success and and Deployment teams to resolve complex queries and ensure smooth onboarding.

 Share actionable insights with cross-functional teams to continuously improve support and product experience.

Reporting & Analytics

 Monitor and analyze support KPIs including resolution time, customer satisfaction, backlog, and escalations.

 Present performance reports to leadership on a weekly, monthly, quarterly, and annual basis.

 Use data-driven insights to optimize processes and team performance.

Information Security & Compliance

 Understand and implement Contegris's Information Security Management System (ISMS) policies across all relevant functions.

Qualification Criteria:

 Education: Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.  Age: Maximum 35 years  Experience: 4-5 years of experience in SaaS B2B in 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.

 Familiarity with ITIL frameworks is a plus.

 A customer-first mindset with a strong ability to manage escalations and deliver satisfaction.

 Ability to perform under pressure and multitask effectively.

 Willingness to manage on-call support or after-hours escalations when required.

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