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Tech Lead- Product Support

India, Republic Of India, Bengaluru
Last update 2025-02-09
Expires 2025-03-09
ID #2566589846
Free
Tech Lead- Product Support
India, Republic Of India, Bengaluru,
Modified January 24, 2025

Description

Responsibilities :

●Lead, mentor, and manage a team of product support specialists.

●Conduct regular performance reviews and provide ongoing training

and development.

●Handle escalated customer issues and provide advanced

troubleshooting and problem resolution.

●Maintain a high level of customer satisfaction and monitor customer

feedback.

●Identify opportunities to streamline and enhance support processes.

●Monitor key performance indicators (KPIs) and develop strategies for

continuous improvement.

●Collaborate with product development, sales, and marketing teams to

relay customer feedback and suggest product enhancements.

●Generate and analyze support metrics and reports to track team

performance and customer satisfaction.

●Present findings and recommendations to management for strategic

decision-making.

●Monitor and report on common issues and trends to anticipate future

support needs.

Qualifications :

●Minimum of 8-10 years of experience in a technical support role

●Proven track record of managing and mentoring teams

●Experience with customer satisfaction and performance metrics

●Proficient in handling escalations and resolving complex issues

Skills :

● Strong leadership and team management skills

● Advanced troubleshooting and problem-solving

● Analytical and strategic thinking

● Proficiency in Java and SQL

● Customer service software and tools expertise

● Exceptional verbal and written communication skills in English and

Spanish (additional languages are a plus)

● Ability to manage multiple priorities under pressure

● Technical aptitude with a quick learning ability for new products

Capillary is an Equal Opportunity Employer and will not

discriminate against any applicant for employment on the basis of

race, age, religion, sex, veterans, individuals with disabilities,

sexual orientation, or gender identity.

Disclaimer :

It has been brought to our attention that there have recently been

instances of fraudulent job offers, purporting to be from Capillary

Technologies. The individuals or organizations sending these false

employment offers may pose as a Capillary Technologies recruiter or

representative and request personal information, purchasing of equipment

or funds to further the recruitment process or offer paid training. Be

advised that Capillary Technologies does not extend unsolicited

employment offers. Furthermore, Capillary Technologies does not charge

prospective employees with fees or make requests for funding as a part of

the recruitment process.

We commit to an inclusive recruitment process and equality of opportunity

for all our job applicants

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Tech lead- product support

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