7,540 Support Services jobs in India
Consumer/Technical Support Services
Posted today
Job Viewed
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
Support Services Coordinator
Posted today
Job Viewed
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
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
- You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.
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:
Senior Manager - Technical Support Services
Posted today
Job Viewed
Job Description
POSITION DETAILS
Working Hours: 6:00pm 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 Technical 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 Pro-Vigil’s 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 remote support tickets.
● Oversee the day-to-day field call center support operations, supervising a team responsible
for support and quality of solves for field technicians.
● Demonstrate a consistent commitment to customer experience through effective ticket
resolution.
● Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
● Orchestrate daily effective staffing can queue/call management.
● 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
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.
About Pro-Vigil:
With over 30 years of experience, Pro-Vigil is a leader in surveillance and vigilance solutions. Headquartered in San Antonio, Texas, we serve over 2000 clients globally, with a strong presence in India and US. Our innovative technology, combined with customer-centric solutions, empowers businesses with smarter decisions and enhanced visibility.
Senior Manager - Technical Support Services
Posted today
Job Viewed
Job Description
POSITION DETAILS
Working Hours: 6:00pm 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 Technical 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 Pro-Vigil’s 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 remote support tickets.
● Oversee the day-to-day field call center support operations, supervising a team responsible
for support and quality of solves for field technicians.
● Demonstrate a consistent commitment to customer experience through effective ticket
resolution.
● Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
● Orchestrate daily effective staffing can queue/call management.
● 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
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.
About Pro-Vigil:
With over 30 years of experience, Pro-Vigil is a leader in surveillance and vigilance solutions. Headquartered in San Antonio, Texas, we serve over 2000 clients globally, with a strong presence in India and US. Our innovative technology, combined with customer-centric solutions, empowers businesses with smarter decisions and enhanced visibility.
Senior Manager - Technical Support Services
Posted today
Job Viewed
Job Description
POSITION DETAILS
Working Hours: 6:00pm 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 Technical 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 Pro-Vigil’s 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 remote support tickets.
● Oversee the day-to-day field call center support operations, supervising a team responsible
for support and quality of solves for field technicians.
● Demonstrate a consistent commitment to customer experience through effective ticket
resolution.
● Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
● Orchestrate daily effective staffing can queue/call management.
● 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
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.
About Pro-Vigil:
With over 30 years of experience, Pro-Vigil is a leader in surveillance and vigilance solutions. Headquartered in San Antonio, Texas, we serve over 2000 clients globally, with a strong presence in India and US. Our innovative technology, combined with customer-centric solutions, empowers businesses with smarter decisions and enhanced visibility.
IT Support Services Analyst
Posted 5 days ago
Job Viewed
Job Description
Company: Norstella
Location: Remote Bangalore, India
Date Posted: Jul 22, 2025
Employment Type: Full Time
Job ID: R-1347
**Description**
**About Norstella**
At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker-and help patients in need.
Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle -and get the right treatments to the right patients at the right time.
Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients:
+ Citeline - accelerate the drug development cycle
+ Evaluate - bring the right drugs to market
+ MMIT - identify barrier to patient access
+ Panalgo - turn data into insight faster
+ The Dedham Group - think strategically for specialty therapeutics
By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India.
**The Role:**
We are looking for a proactive Technology Enthusiast to join us as a Service Desk Analyst for Bangalore. You will provide first-line support, utilizing your expertise in Active Directory Management, O365 admin console management, and Incident, Request, and Access management. A passion for technology, excellent analytical skills, and the ability to thrive in a cross-cultural environment are key attributes we seek. If you are curious, driven, and eager to explore new possibilities, we'd love to talk to you about this exciting opportunity.
**Responsibilities:**
+ Associate degree or bachelor's degree in computer or Equivalent combinations of education, work experience, and certification will be considered.
+ Minimum 2 years' experience of working in a support/service capacity; preferably global IT organization underlined by respective training certificates, but not mandatory.
+ Knowledge of ITIL best practices (ITIL Foundations certification preferred but not mandatory.
+ Experience in IT Service Management process and tools or experience.
+ Flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer focused; good problem-solving skills with the ability to follow written and verbal instructions.
+ Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution, and solid understanding of foundational IT technical issues and relationships.
+ Experience in building, managing, and maintaining a knowledge base containing policies, procedures, documentation, and knowledge base articles related to the Service Desk and the IT Service Management team
+ Basic understanding in computer operating systems, security and office automation software, including Microsoft Windows 10, Windows 11, Active Directory, VPN, Exchange, Salesforce, Teams, Outlook, Word, Excel, PowerPoint, Lucid Chart, Intune, Remote Management tool and Microsoft Office 365.
**Requirement:**
+ Provide service desk support (Voice, Chat and email) to clients, accurately defining and resolving issues based on deep product knowledge.
+ You will be instrumental in helping users resolve issues with hardware, software, connectivity, and product specific incidents or work requests.
+ You will provide real time ticket entry and effective communications between customers and subject matter experts. You will provision hardware and software, maintaining audit controls and compliance tracking.
+ Provide 1st level support to resolve IT problems across the organization (i.e. workstations, mobile computers, printers, peripherals, desk phones, application access, VPN, etc.) and answer the Service Desk phones
+ Install/uninstall, troubleshoot, data recovery, access and maintain applications,
+ Provide one-on-one end-user problem resolution, performing various IT support function such as creating, activating, disabling, and unlocking user accounts, network and application password resets, etc.
**Hours of Work**
+ **40 h/week - 24*7**
+ **Hybrid-Work location Bangalore** -CoWorks space, on Residency Road, Bangalore. The address is COWRKS 135/1, Purva Premiere, Residency Road, Ward No: 76, Bangalore, KARNATAKA - 560025, India.
**Benefits:**
+ Health Insurance
+ Provident Fund
+ Reimbursement of Certification Expenses
+ Gratuity
+ 24x7 Health Desk
**The guiding principles for success at Norstella:**
**01: Bold, Passionate, Mission-First**
We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.
**02: Integrity, Truth, Reality**
We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn't. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
**03: Kindness, Empathy, Grace**
We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
**04: Resilience, Mettle, Perseverance**
We will persevere - even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.
**05: Humility, Gratitude, Learning**
We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.
_Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people's differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual's abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment._
_Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we're just as excited about you._
Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.
Director of Support Services
Posted today
Job Viewed
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.
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Director of Support Services
Posted 1 day ago
Job Viewed
Job Description
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.
Director of Support Services
Posted today
Job Viewed
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.
Assistant Manager-Support Services
Posted today
Job Viewed
Job Description
Description
Years of Experience:
Minimum of 3 – 5 years’ experience as Sr. Team Leader / Asst Manager or Manager in IT or ITSM industry
Key Purpose:
The Assistant Manager / Manager Operations for the Support Services must be a highly focused person who will ensure a top quality results-oriented and highly successful Operations team. He must be revenue focused and results driven and able to take on high targets and keep the team motivated to achieve the goal. This is a role consisting of the three major responsibilities of: End to end Service Delivery, Client relationships & Team Management.
Key Role & Responsibilities:
Client responsibilities:
Responsible for driving the teams and delivering monthly / quarterly goals
Effective engagement with the client SPOCs through pro-active communication and regular reviews
Leading, motivating and assisting a team of Technical and Customer Support Specialists and deliver individual goals
Mastering the process knowledge required for operational delivery for clients
Impart the product knowledge to team members as required
Align with client's strategies and drive the initiatives for improvement in KPIs
Ensure the Improvement in team's skills through regular feedback, coaching and training activities and to keep them motivated all the time
Reports:
To prepare action plans (as required) to address performance issues (if any)
To prepare Weekly, Monthly and Quarterly Business reviews for the management and client and present the same
Organizing and Planning:
Continuously drive and improve efficiency metrics like productivity, quality and NPS
To manage the day-to-day planning, operation and problem-solving of a team of agents and ensure smooth running of the operations
Consistently meets deadlines
Team Performance :
To get an update on team's performance and present it to Senior Leadership Team
To discuss & review functional issues and perform RCA, and agree on actionable items
Present weekly/monthly performance to Senior Leadership Team
Employee development, Motivation and retention
Train, coach and motivate team members and supervisors
Create an environment that motivates high performance and supports the loyalty and retention of employees
Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised
Manage the conflict resolution among the team members
Key Skills Required:
Should have managed multiple International BPO clients with teams size of (30 – 50 members)
Should have relevant experience of 6 - 8 years
Hands on experience in managing end to end operations & service delivery
Extremely strong in team management and BPO processes, preferably BPO Customer Service and Technical Support background
Excellent communication skills in English - Written & Verbal
Strong knowledge and exposure to Quality and Process Improvement techniques
Good analytical and listening skills
Good leadership skills
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