Manager- Technical Support

Karomi Technology · Chennai

Collected role description

Manager- Technical Support at Karomi Technology

Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement.
Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience.
Support product releases by validating fixes, coordinating customer communication, and ensuring smooth rollout of updates.
Prepare and present support performance reports, customer insights, and operational metrics to leadership.

Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments.
Monitor ticket queues, prioritise critical issues, and ensure efficient workload distribution across the team.
Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism.
Conduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback to identify improvement opportunities.
Analyse recurring issues and work with internal stakeholders to implement preventive measures and process improvements.
Develop and maintain support documentation, knowledge base articles, FAQs, and standard operating procedures.
Drive continuous improvement initiatives to enhance support processes, operational efficiency, and customer satisfaction.
Train, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives.