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Technical Support

The Tech Support Manager role will have customer facing responsibility & involves managing a team of engineers to oversee regular support operations.

Key Responsibilities:

  • Provide customer and technical support to customers through inbound phone, chat and email requests.
  • Independently identify, troubleshoot, document, categorise and replicate customer problems and then escalate complex problems according to defined escalation procedures
  • Communicate bug fixes and new product enhancements to customers
  • Report enhancement requests received from customer regarding hardware, application, or documentation
  • Ensure all the relevant dashboards are updated
  • Analysing call logs to spot trends and underlying issues.
  • Follow up and make scheduled call backs to customers where necessary.
  • Partner with Technical Support team members on various strategic projects when needed
  • Build relationships with customers as required. Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences
  • Evaluation of current processes, technology, and organisational skills to identify areas of improvement and opportunities for advancement.

Knowledge, Skills and Experience:

  • Proven experience in Customer and Technical support
  • Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve their experience
  • Excellent written and verbal communication skills and relationship building skills
  • A high-energy, self-starter, independent decision maker and risk-taker who sets steep personal and business goals and successfully develops and executes plans to achieve them.
  • The ability to maintain calm under pressure
  • Efficiency and organisational skills
  • Ability to think strategically and to lead
  • Advanced troubleshooting and multi-tasking skills
  • Flexible to work in shifts

 

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How to succeed at Grid Logic?


  • Love challenges, welcome changes

  • Embrace organized chaos and take risks

  • Think like an entrepreneur: take ownership, get creative, find solutions

  • Care for our clients and customers: our clients are the center of our universe!

Workplace & culture

We are passionate about all that we do – our products, our company, our markets, our industry and everything in between. What keeps us close to each other is a shared intense desire to bring the best into the world and having fun while we’re at it! 

Already working at Grid Logic?

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email
@gridlogic.in
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