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Urgent! Technical Support Manager - CRM Applications Job Opening In Chennai – Now Hiring TIVONA GLOBAL TECHNOLOGIES PRIVATE LIMITED

Technical Support Manager CRM Applications



Job description

<p><p><b>Technical Support Manager</b><br/><br/></p><p>We are looking for a Technical Support Manager for our next generation CRM platform.

You will be responsible for nurturing relationships with our high value customers, while driving onboarding & product adoption by bringing our best practices, innovations and capabilities to our customers.<br/><br/>The Technical Support Manager will deliver technical leadership coupled with a deep understanding of customer support methods to drive greater business value and satisfaction.<br/><br/>Our teams are dedicated to helping our customers see the benefits of our technology come to life.

As part of our team, you will play a key role in understanding the needs of our customers and help shape the future of customer support.<br/><br/><b>Job Responsibilities : </b><br/><br/>- Build trust.<br/><br/>- Ensure the company keeps its promises to customers, identify and address customer issues immediately and monitor through resolution.<br/><br/>- Likewise, manage customer expectations and facilitate our activities as agreed.<br/><br/>- Learn our product at a deep level and help customers do the same.<br/><br/>- Learn upcoming features, and help customers prepare for them.<br/><br/>- Understand how our customers define their own success with our product and help them work toward that success.<br/><br/>- Provide proactive guidance and creative solutions to address customers business problems and goals, and to deepen relationships and product usage.<br/><br/>- Represent the customers voice during internal discussions and projects.<br/><br/>- Be the point of contact for customers and key stakeholders on complex issues.<br/><br/>- Lead knowledge management across the products and customers.<br/><br/>- Analyze the customer data to demonstrate how game changing our product is and the value/impact on customer business.<br/><br/>- Work with product and engineering teams on customer feedback and feature improvements.<br/><br/><b>Skills & Requirements (Must Have) : </b><br/><br/>- Good knowledge of CRM Applications like Salesforce/JIRA/Zoho/Freshdesk/ZenDesk etc.<br/><br/>- Good understanding of Technical Support Process and Metrics.<br/><br/>- Experience in managing a 24 X 7 Technical Support Teams and Processes.<br/><br/>- Knowledge of SAAS Applications.<br/><br/>- Knowledge of AI/ML, NLP/NLU and database technologies is a plus.<br/><br/>- Ability to quickly learn, understand, and work with new emerging technologies, methods, and solutions for customer support and success.<br/><br/><b>Qualification & Experience : </b><br/><br/>- 6 to 9 years of experience in technical customer-facing roles - Technical Support, Customer support, customer success, presales and post sales consulting and technical services.<br/><br/>- Bachelors degree in Computer Science, Engineering, or equivalent practical experience.</p><br/></p> (ref:hirist.tech)


Required Skill Profession

Operations Specialties Managers



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    Unlock Your Technical Support Potential: Insight & Career Growth Guide


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