9,038 Specialized Support jobs in India
Customer Support Services
Posted today
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Profile
- Solving the queries by tracking and coordinating with the other departments
- Maintaining database for existing customers
- Preparing daily and monthly reports
- All type back office Support.
Prepare the unbilled report party wise & branch wise.
Prepare the pending Paid & Topay report party wise & branch wise.
Prepare the pending Pod's report party wise and branch wise.
Billing in all branch's station wise.
Payment updation of bills. (Cheque & Cash)
Controlling good receipt.
Looking pending paid & topay matter.
Responsibility for branch handling
Timely vender payment & daily vehicle placement payment.
Customers enquiries and generating weekly and monthly performance.
**Salary**: ₹22,000.00 - ₹24,000.00 per month
**Benefits**:
- Health insurance
Schedule:
- Day shift
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Delhi, Delhi: Reliably commute or planning to relocate before starting work (required)
Work Location: On the road
**Speak with the employer**
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Support Services Coordinator
Posted today
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Job Description
At BGRS, we move the people that move the world, enabling opportunities by connecting people and places.
We relocate people across the globe, supporting and guiding their journey by administering benefits on behalf of our clients. Synchronized with our clients for success, we transform mobility programs into a means of recruitment, development, and retention of talent. Our client partners include some of the largest global organizations, as well as mid-tier growth companies and government agencies. As a leading company in global talent mobility, we are committed to fostering an engaging, flexible, and inclusive environment that encourages growth and collaboration. We look forward to welcoming you to our team where you can experience what partnership and talent mobility can achieve.
Role Overview
**In response to the COVID-19 pandemic all interviews are being conducted virtually.
If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework.
What You'll Be Doing
Primary Responsibilities
Customer Service
- Superior ability to identify and understand customer needs and address them in a timely manner
- Address escalations timely and with superior professionalism with a customer client mindset
- Adhere to the BGRS core competencies at all times
Tasks
- Manage and resolve queries and escalations on a timely basis (initial acknowledgement within 24 hours)
- Monitor customer inquiry and exception workflows regularly to ensure resolution within the defined service level agreement (SLA)
- Attend and service client calls as necessary.
- Need to be a team player with excellent ownership
- Perform tasks in accordance with any statutory or legal requirements.
- Ensure all resolutions and processing are in line with the process and rules of engagement.
- Communicate at regular intervals to the customer and / or stakeholder advising on the status of the request
- Ensure all interactions and transactions are accurately and timely documented in the ticketing / tracking systems and business operations systems for full transparency.
- Save all departmental documents electronically in an easy to retrieve location and adhere to a paperless environment.
- Work closely with our supplier management team, client accounting teams and destination service providers in multiple locations across the world to ensure quality and timely services are being rendered to our customers.
- Ensure continuous learning and development of self.
- Contribute to the knowledge base for the betterment of overall operations
- Recommend process improvements changes based on business objectives
- Projects and / or tasks as assigned by supervisors.
What You Bring to BGRS
- Bachelor's Degree preferred
- 2 years of experience in business operations process
- Excellent communication skills (both written and verbal)
- Knowledge of relocation industry will be an added advantage
- International experience will be an added advantage
- Demonstrate high levels of customer service and operational excellence
- Experience in multichannel communication environment
- Ability to multi-task and prioritize in a fast paced environment
- Ability to collaborate successfully with employees from other departments
- Proficient in Microsoft Windows environment (Excel, Word, PowerPoint, SharePoint)
- Career oriented individual looking for a long term association
What BGRS Offers
- Competitive salary and incentive plans
- Workplace flexibility for a balanced work/life approach
- Comprehensive benefits packages and wellness program
- Generous company-paid vacation days and holiday time
- Challenging, collaborative, diverse corporate culture
- Ongoing opportunities for learning and career development
Follow BGRS
Equal Employment Statement
APAC/EMEA:
Support Services Coordinator
Posted today
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programs to companies of every size. With SIRVA BGRS locations and franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self-service and human support. By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it!
Why work for SIRVA BGRS?
Being an international brand with a cross regional structure your career opportunities could be endless! You can make colleagues, connections and friendships the world over with SIRVA BGRS.
Diversity and inclusion is part of our service and therefore is part of our DNA. At SIRVA BGRS our Inclusion, Diversity & Equity Alliance (I.D.E.A) is our global initiative that imprints itself to our identity.
SIRVA BGRS has invested in benefits to its employees across health & wellbeing and financial rewards. We are proud to support a flexible hybrid way of working supported by our Work From Home and Core Flex Hours policy - trust & communication Is key to this model and encourage all employees to discuss with their People leaders what works best for you.
Role Overview
**In response to the COVID-19 pandemic all interviews are being conducted virtually.
If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework.
What You'll Be Doing
Primary Responsibilities
- Customer Service
- Superior ability to identify and understand customer needs and address them in a timely manner
- Address escalations timely and with superior professionalism with a customer client mindset
- Adhere to the BGRS core competencies at all times
Tasks
- Manage and resolve queries and escalations on a timely basis (initial acknowledgement within 24 hours)
- Monitor customer inquiry and exception workflows regularly to ensure resolution within the defined service level agreement (SLA)
- Attend and service client calls as necessary.
- Need to be a team player with excellent ownership
- Perform tasks in accordance with any statutory or legal requirements.
- Ensure all resolutions and processing are in line with the process and rules of engagement.
- Communicate at regular intervals to the customer and / or stakeholder advising on the status of the request
- Ensure all interactions and transactions are accurately and timely documented in the ticketing / tracking systems and business operations systems for full transparency.
- Save all departmental documents electronically in an easy to retrieve location and adhere to a paperless environment.
- Work closely with our supplier management team, client accounting teams and destination service providers in multiple locations across the world to ensure quality and timely services are being rendered to our customers.
- Ensure continuous learning and development of self.
- Contribute to the knowledge base for the betterment of overall operations
- Recommend process improvements changes based on business objectives
- Projects and / or tasks as assigned by supervisors.
What You Bring to BGRS
- Bachelor’s Degree preferred
- 2 years of experience in business operations process
- Excellent communication skills (both written and verbal)
- Knowledge of relocation industry will be an added advantage
- International experience will be an added advantage
- Demonstrate high levels of customer service and operational excellence
- Experience in multichannel communication environment
- Ability to multi-task and prioritize in a fast paced environment
- Ability to collaborate successfully with employees from other departments
- Proficient in Microsoft Windows environment (Excel, Word, PowerPoint, SharePoint)
- Career oriented individual looking for a long term association
What BGRS Offers
- Competitive salary and incentive plans
- Workplace flexibility for a balanced work/life approach
- Comprehensive benefits packages and wellness program
- Generous company-paid vacation days and holiday time
- Challenging, collaborative, diverse corporate culture
- Ongoing opportunities for learning and career development
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
At SIRVA, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that
Local Support Services
Posted today
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Job Description
Technicolor Creative Studios is a creative technology company driven by one purpose: The realization of ambitious and extraordinary ideas. We inspire creative companies across the world to produce their most iconic work. Our award-winning teams of artists and technologists’ partner with the creative community across film, television, animation, gaming, brand experience and advertising to bring the universal art of storytelling to audiences everywhere.
No idea is too ambitious for us to create to an incredibly high standard. Technicolor Creative Studios provides World Class production expertise in Film, Episodic, Gaming, Advertising and Experiential Marketing
**Job Description**:
**RESPONSIBILITIES**
- Level 1 & 2 hardware & software support.
- Provide hardware support for desktops/ laptops/ tablets/ peripherals/ telecoms/ mobile devices.
- Operating system support for Windows & IOS platforms.
- Use Service Now tooling for all Incidents, User requests and Changes. Ensuring SLA’s are not breached and all administration tasks are within the accepted conduct and governance guidelines.
- Project work within UK Client Services scope.
- Moves - Surveys, ad-hoc moves, post moves support and project related moves.
- MFD support - printing methodology.
- Networking - Patching, troubleshooting and root cause analysis.
- Will be expected to liaise with other groups within the business to ensure the best levels of support are provided.
- Monitor and proactively manage incidents, tasks, shared mailboxes and any telephone queries.
- Perform PC builds, Application installation and reinstallation.
**Qualifications**:
**REQUIREMENTS**
- Creative approach to problem-solving
- Mobile device platform support.
- Experience of request or incident toolsets.
- Awareness of Microsoft OS build methodologies and toolsets.
- Able to balance a high tempo Production environment whilst also delivering elements of project work.
- Plan and direct own activities with mínimal management supervision.
- Possess experience of support for mobile devices blackberries/iPhones and laptops
Additional Information
Please click here to review our privacy notices for job applicants.
TECHNICOLOR IS AN EQUAL OPPORTUNITY EMPLOYER
Technicolor complies and prohibits against discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state/provincial or local law.
Consumer/Technical Support Services
Posted today
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Job Description
Role - Consumer/Technical Support Services for Small Office Home Office Segment
Job Description:
• To deliver high quality first line support for consumers/End user support.
• Responsible for Account Management/Application Support
Qualification:
- B.Sc./BCA/B.Com/BA
- B.E./B.Tech
- No standing arrears
- 2023 pass outs
Skill Set:
- Excellent English communication.
- Basic knowledge in Hardware, Networking and Operating Systems. (Can be trained)
- Ability to solve technical queries related to Networking and Connectivity Issues. (Can be trained)
- Practical approach towards Problem Solving.
- Ready to work in Night Shifts.
Salary Package:CTC- 2.22L
Customer Support & Services Manager M/F
Posted today
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Job Description
Company :
Safran Electronics & Defense Services
Job field : Customer services and support
Location : New Delhi , Delhi , India
Contract type : Permanent
Contract duration : Full-time
Required degree : Bachelor's Degree
Required experience : More than 5 years
Professional status : Professional, Engineer & Manager
# 2025-160652
Apply with one click Any questions ?
**Job Description**
The Customer Support & Services Manager (CSSM) is responsible for reinforcing and expanding the existing Support & Services activities within the assigned geographical area for the Defense Global Business Unit - Customer Support & Services Department. This role involves identifying and prospecting new opportunities to develop these activities, establishing and reporting on customer needs, and coordinating all related commercial actions.
Additionally, the CSSM will develop and maintain local relationships with various Safran Electronics & Defense entities, partners, and customers.
In collaboration with the Customer Support & Services Manager pole of the Defense GBU, the CSSM will work on structuring activities to achieve the global objectives of the Customer Support & Services Department.
Key Performance Indicators (KPIs) for this role include:
- Customer Satisfaction: Measure customer satisfaction of support and services activities
- Customer Loyalty: Track customer retention rates and loyalty metrics
- Business Opportunities Identified: Count the number of new business support & service opportunities identified and communicated to the Global Business Development (GBD) team
- Footprint Expansion: Measure the expansion of Safran Electronics & Defense's support and service activities within the region
- Communication Effectiveness: Evaluate the effectiveness of communication with the GBD team regarding new opportunities and customer needs
Job summary
Reinforce development of existing Support & Services activities within the assigned geographical aera for the Defense Global Business Unit - Customer Support & Services Department.
Prospect and identify any opportunities to develop Support & Services activities within the assigned geographical area.
stablish and report SED Customers needs in order to initiate the actions under CSSM pole responsibilities: elaborating and support sales t SED team in France.
evelop local relationships between the various legal Safran Electronics & Defense entities (subsidiaries, offices), its partners and its customers.
n collaboration with « Customer Support & Services Manager » pole of Defense GBU - Customer Support & Services Department, develop the structuring activities in order to reach the global objectives of CSSD.
Job specificities
Local contract
Attached to GBU Def - CSSD (functional)
Based in India (Delhi) with numerous business travels within assigned geographical area and in France.
Local legal working terms apply.
Requirements
Proven experience in support activities & ideally in defense.
Proven experience in business development within the geographical area.
More than 5 years of professional experience in Commercial and Customer support activities
**Job Requirements**
- Bachelor's degree or similar experience
- More than 5 years of complex sales & Business development experience or more, preferably in Support activities and ideally in Defense industry
- Demonstrated excellent customer relationships, strong written and oral communication skills and strong listening skills
- Experience with project management, contractual terms and conditions and financial acumen
- Proficient in utilizing analytical software and sales tools (Excel, PowerPoint, etc.)
- Able to work independently in accordance with the guidelines of the company
- Teamwork in a multicultural environment expected, Results oriented
**But what else? (advantages, specific features, etc.)**
Travel:
- Able to travel up to 50% of the time
**Company Information**
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.
Safran Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.
**Locate your future workplace**
NH-8, Aerocity110-037
New Delhi
Delhi India
Safran is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
Customer Support & Services Manager M-F
Posted today
Job Viewed
Job Description
Job Description
The Customer Support & Services Manager (CSSM) is responsible for reinforcing and expanding the existing Support & Services activities within the assigned geographical area for the Defense Global Business Unit – Customer Support & Services Department. This role involves identifying and prospecting new opportunities to develop these activities, establishing and reporting on customer needs, and coordinating all related commercial actions.
Additionally, the CSSM will develop and maintain local relationships with various Safran Electronics & Defense entities, partners, and customers.
In collaboration with the Customer Support & Services Manager pole of the Defense GBU, the CSSM will work on structuring activities to achieve the global objectives of the Customer Support & Services Department.
Key Performance Indicators (KPIs) for this role include:
•Customer Satisfaction: Measure customer satisfaction of support and services activities
• Customer Loyalty: Track customer retention rates and loyalty metrics
• usiness Opportunities Identified: Count the number of new business support & service opportunities identified and communicated to the Global Business Development (GBD) team
• F otprint Expansion: Measure the expansion of Safran Electronics & Defense's support and service activities within the region
• C mmunication Effectiveness: Evaluate the effectiveness of communication with the GBD team regarding new opportunities and customer needs
Job summary
R inforce development of existing Support & Services activities within the assigned geographical aera for the Defense Global Business Unit – Customer Support & Services Department.
Pro pect and identify any opportunities to develop Support & Services activities within the assigned geographical area.
tablish and report SED Customers needs in order to initiate the actions under CSSM pole responsibilities: elaborating and support sales t SED team in France.
velop local relationships between the various legal Safran Electronics & Defense entities (subsidiaries, offices), its partners and its customers.
collaboration with « Customer Support & Services Manager » pole of Defense GBU – Customer Support & Services Department, develop the structuring activities in order to reach the global objectives of CSSD.
Job specificities
Local contract
Attached to GBU Def – CSSD (functional)
Based in India (Delhi) with numerous business travels within assigned geographical area and in France.
Local legal working terms apply.
Requirements
Proven experience in support activities & ideally in defense.
Proven experience in business development within the geographical area.
More than 5 years of professional experience in Commercial and Customer support activities
Job Requirements
- Bache or's degree or similar experience
- More than 5 years of complex sales & Business development experience or more, preferably in Support activities and ideally in Defense industry
- Demonstrated excellent customer relationships, strong written and oral communication skills and strong listening skills
- Experience with project management, contractual terms and conditions and financial acumen
- Proficient in utilizing analytical software and sales tools (Excel, PowerPoint, etc.)
- Able to work independently in accordance with the guidelines of the company
- Teamwork in a multicultural environment expected, Results oriented
But what else? (advantages, specific features, etc.)
Travel:
- Able to travel up to 50% of the time
Company Information
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.
Safran Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.
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Digitalization Application Support & Services
Posted today
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**Req ID:** 439295
Location: MumbaiJob Title: Digitalization Application Support & ServicesResponsibility:· Lead and participate actively in implementation, demonstration & after sales service support for Digitalization product portfolio in the various Industries.· Technical guidance & win-win alignment between business requirements and use cases.· Plan and execute the activities of configuration per design requirement, conduct conference room pilots, Demo's, POC and resolve any queries related to requirements and solution design - to bring a pursuit to closure.· Provide after sales services to the customers for Siemens Digitalization portfolio. Service includes pre sales demonstration, site survey, installation supervision, commissioning, troubleshooting, repairs and technical resolution over telephone/ e mail. · Effective closure of service cases and acquisition of Service Business are the key responsibilities. · In addition the candidate will also need to coordinate the service logistic activities along with sales team/service team/channel partners and end customer. · Support proposal development by owning parts of the proposal document and by giving inputs in solution design based on areas of expertise.· Actively lead small projects and contribute to unit-level and organizational initiatives with an objective of providing high quality service, value-additions for customers (innovation, growth, profit) · Must participate in the full life cycle of the solution delivery.· Plan, coach, and support regional sales teams on technical enablement and value discovery and assessment method.· Should be willing to travel across India. Must have strong communication, presentation, and CRM skills.Skills and Competencies (required):· Industrial Software/Embedded/Application Architect Tech experience, in particular with IT/OT integration - Advance· Handle executive level customer interactions - Advance· Innovation process, New ideas / requirements from customer interactions - Basic· Understanding customer requirements, develop exesting & create new concepts - Advance Experience· 3+ years of experience in the Industry, minimum 2+ years of experience in the Industrial Internet of Things area.· Techno-functional expert in software product, microservices, cloud enablement, platform implementation, systems integration.· Experience in Software Products & Platform implementation is desired. Track record of delivering large scale transformations internally or as a service provider is huge plus.· Knowledge on Cross-Platform Architect in the Industrial Internet of Things space who has worked on platforms like AWS, Azure IoT Hub, PTC Thing works, MindSphere, either all or some of them.· Implementing Industry 4.0 solution, that is centered around Connected Products.· Knowledge on IoT Protocols (MQTT, AMQP, CoAP); OT Protocols (not limited to Modbus RTU, Modbus TCP, IEC 104), API and Web Service.· Ability to work in a rapidly changing environment where continuous innovation is desired.Education· BE / B.tech in Information Technology, Electrical/Electronics, Instrumentation or Automation Engineering, Process engineering or comparable.· Strong interest in IT Technologies, Manufacturing, IoT, and Industry 4.0 themes.
Digitalization Application Support & Services
Posted today
Job Viewed
Job Description
**Req ID:** 439296
Location: MumbaiJob Title: Digitalization Application Support & ServicesResponsibility:· Lead and participate actively in implementation, demonstration & after sales service support for Digitalization product portfolio in the various Industries.· Technical guidance & win-win alignment between business requirements and use cases.· Plan and execute the activities of configuration per design requirement, conduct conference room pilots, Demo's, POC and resolve any queries related to requirements and solution design - to bring a pursuit to closure.· Provide after sales services to the customers for Siemens Digitalization portfolio. Service includes pre sales demonstration, site survey, installation supervision, commissioning, troubleshooting, repairs and technical resolution over telephone/ e mail. · Effective closure of service cases and acquisition of Service Business are the key responsibilities. · In addition the candidate will also need to coordinate the service logistic activities along with sales team/service team/channel partners and end customer. · Support proposal development by owning parts of the proposal document and by giving inputs in solution design based on areas of expertise.· Actively lead small projects and contribute to unit-level and organizational initiatives with an objective of providing high quality service, value-additions for customers (innovation, growth, profit) · Must participate in the full life cycle of the solution delivery.· Plan, coach, and support regional sales teams on technical enablement and value discovery and assessment method.· Should be willing to travel across India. Must have strong communication, presentation, and CRM skills.Skills and Competencies (required):· Industrial Software/Embedded/Application Architect Tech experience, in particular with IT/OT integration - Advance· Handle executive level customer interactions - Advance· Innovation process, New ideas / requirements from customer interactions - Basic· Understanding customer requirements, develop exesting & create new concepts - Advance Experience· 3+ years of experience in the Industry, minimum 2+ years of experience in the Industrial Internet of Things area.· Techno-functional expert in software product, microservices, cloud enablement, platform implementation, systems integration.· Experience in Software Products & Platform implementation is desired. Track record of delivering large scale transformations internally or as a service provider is huge plus.· Knowledge on Cross-Platform Architect in the Industrial Internet of Things space who has worked on platforms like AWS, Azure IoT Hub, PTC Thing works, MindSphere, either all or some of them.· Implementing Industry 4.0 solution, that is centered around Connected Products.· Knowledge on IoT Protocols (MQTT, AMQP, CoAP); OT Protocols (not limited to Modbus RTU, Modbus TCP, IEC 104), API and Web Service.· Ability to work in a rapidly changing environment where continuous innovation is desired.Education· BE / B.tech in Information Technology, Electrical/Electronics, Instrumentation or Automation Engineering, Process engineering or comparable.· Strong interest in IT Technologies, Manufacturing, IoT, and Industry 4.0 themes.
Director of Support Services
Posted 1 day ago
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Job Description
Director of Support Services
Location: Vishakapatnam. WFO. Salary upto 70 LPA.
POSITION DETAILS
Working Hours: 5:00pm IST - 3:00am IST (9 hours shifts, 5 days a week)
Team Management Breakdown: 65% Team Management/Development, 30% Reporting/Administration, & 5% Stakeholder management
POSITION SUMMARY
The Senior Manager of Support Services is responsible for supporting and empowering a team of Technical Support Agents across multiple groups to provide an excellent customer experience by troubleshooting and resolving customer issues. In this role, you are accountable for supervising your team and ensuring quality customer experience and accurate ticket resolution. You will be empowered to leverage ticketing platform and analytics platform to manage ticket assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective customer resolution. In addition to this role, will be expected to identify team member development and training opportunities through direct and daily mentoring. You will also serve as a key conduit of communication for other groups such as project management, customer Success, production, and engineering.
ESSENTIAL FUNCTIONS
Responsibilities:
- Oversee the day-to-day technical support operations, supervising a team responsible for resolving daily tickets.
- Demonstrate a consistent commitment to customer experience through effective ticket resolution.
- Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
- Predict and proactively anticipate customer needs.
- Work with internal teams to ensure complex and/or escalated issues are resolved.
- Proactively seek out customer feedback and insights, providing recommendations to the leadership team.
- Build productive relationships built on trust, patience, and results with internal staff & customers.
- Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
- Seek to overcome challenges and accept failure as an opportunity for improvement.
- Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
- Coordinates and schedules large-scale software and hardware releases.
- Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed.
Support Team Leadership
- Set a clear team schedule, goals, and expectations.
- Manage timesheets, time-off requests, and capacity of the team.
- Delegate tasks and set deadlines.
- Conduct One-On-Ones
- Utilize our ticketing platform to manage team performance and report on metrics.
- Perform regular ticket audits to recognize success and identify opportunities for improvement.
- Participate in the interview process to vet qualified team members.
- Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
- Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
- Ability to make critical decisions while following company procedures.
- Ability to accept responsibility and account for own actions.
- Display original thinking and creativity.
- Develop innovative approaches and ideas and generate suggestions for improving work.
- Review outcomes to promote successful behaviors and provide feedback opportunities for growth.
- Identify team member development needs and coach accordingly.
- Provide new hire training and participate in 90 Day Introductory Evaluations.
- Recognize high performance and reward accomplishments.
Technical Prowess and Skills:
In order to effectively lead and coach your Support Team, the following technical skills and experiences are voluntary but will assist in your success. The technology across our platform vary but are concentrated on hardware, software, and networking topics including. For example:
- Remote desktop support
- Desktop applications
- Enterprise level network architecture
- Complex LAN/WAN environments
- VPN technologies (L2TP, IPsec, OpenVPN, etc.)
- Network security (Cisco, SonicWall, Cradlepoint, etc.)
- Virtualization technologies (VMWare, Hyper-V, etc.)
- Various operating systems (Linux, MacOS, Windows)
- Security protocols (HTTPS, TLS/SSL, AES, etc.)
- Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
- Networking and configurations (Switching, routing, firewalls, etc.)
- Web technologies (XML, HTML, CSS)
- Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
- Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
SKILLS & ABILITIES
Education & Experience:
- 8+ years’ experience in a technical support, helpdesk, or network support management.
- 3+ years’ working for a technology service provider, security vendor, or similar business.
- 2+ years’ experience managing staff of more than 50 people.
- Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
- Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.