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Technical Support Manager

2.00 to 3.00 Years   Pune   08 Nov, 2019
Druva Software
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / HelpdeskNetwork / System Administration
EmploymentTypeFull-time

Job Description

Druva is the global leader in Cloud Data Protection and Management, delivering the industry s first data management-as-a-service solution that aggregates data from endpoints, servers and cloud applications and leverages the public cloud to offer a single pane of glass to enable data protection, governance and intelligence dramatically increasing the availability and visibility of business critical information, while reducing the risk, cost and complexity of managing and protecting it.Druva s award-winning solutions intelligently collect data, and unify backup, disaster recovery, archival and governance capabilities onto a single, optimized data set. As the industry s fastest growing data protection provider, Druva is trusted by over 4,000 global organizations, and protects over 40 PB of data.Please do visit us at : https://www.druva.com/about/Experience: At least 2-3 Years Managing a TeamThe Technical Support Manager is responsible for managing the day-to-day operations of a technical support team that delivers tier I & II technical support for customers. The Associate Manager will have experience building and growing a technical support team including hiring, training of new employees and implementing new support processes, managing customer interaction & escalations along with productivity, resulting in a high level of customer satisfaction and customer retention.Responsibilities

  • Manages team including performance management and coaching
  • Escalation Management
  • Works with management to develop and implement strategic plans, initiatives, and direction
  • Works with customers and internal teams to resolve issues
  • Develops individual goals and objectives for direct reports.
  • Handles moderately complex projects
  • Drive operational improvement
  • Increase efficiencies and service improvements with automation
  • Able to manage others through rapid and constant change while collaborating with other teams to ensure strong service experience for our customers.
  • Able to allocate resources and adjust priorities to maximize team performance.
  • Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction
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Keyskills :
technicalsupport cloudapplications behavioraltraining customerinteraction customersatisfaction performancemanagement roubleshootingdisasterrecovery

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