Key Responsibilities:

1. Leadership & Strategy:
• Assist the Technical Director in managing and leading the technical support team.
• Develop and implement support strategies to improve service delivery and operational efficiency.
• Ensure alignment between customer support operations and business objectives.
• Identify key performance metrics and drive continuous improvement.

2. Customer Support & Service Excellence:
• Oversee customer support processes and ensure timely issue resolution.
• Manage escalations and work closely with clients to enhance satisfaction.
• Maintain a proactive approach to problem-solving and ensure excellent service delivery.
• Monitor customer feedback and implement necessary process changes.

3. Team Management & Development:
• Lead and mentor the customer support team, ensuring continuous professional development.
• Conduct regular training sessions to enhance technical skills and service quality.
• Manage workforce planning, recruitment, and performance evaluations.

4. Technical & Process Improvement:
• Work with R&D and other technical teams to address and resolve product-related issues.
• Develop and refine troubleshooting guides, FAQs, and knowledge base documentation.
• Introduce innovative solutions to streamline workflows and enhance productivity.

5. Compliance & Reporting:
• Ensure compliance with industry standards and internal policies.
• Maintain detailed records of support operations and generate reports for senior management.
• Analyze data and trends to optimize technical support efficiency.

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