Need - Technical Customer Support Manager - US Business hours InsideView, Inc - Hyderabad, India

Experience:

Mid-Senior level

Job function:

Customer Service

Employment type:

Full-time

Industry:

Computer Software 

Job description:

Technical Customer Support Manager:

The Support Manager is responsible for ensuring that InsideView customers, partners and employees receive industry-leading assistance with diagnosing and resolving product-related issues. The Support Manager is responsible for all staffing, performance metrics, Service levels, reporting, skill enhancement, coaching, career planning and business processes related to Inside View customer support. Website: www.insideview.com

Responsibilities:

• Grow and manage a high performance team of Support Engineers.
• Maintain optimal productivity by recommending improvements in tools, processes, training, reporting, and strategies for employee engagement.
• Work with the Product Development team, Quality team and others across the organization to create escalation processes and facilitate the prompt resolution of escalated issues.
• Maintain the highest standards of customer satisfaction. Follow up with unsatisfied customers to address issues and repair the customer relationship.
• Contribute to the success of Account Execs and Customer Success Managers in acquiring, preserving and growing customer accounts.  

Knowledge and Skills:

Required:

• 8+ years of experience in a Technical Support role, including at least 3 years managing a Technical Support team in 24 x 7 support model
• Strong technical background along with excellent analytical skills & problem solving skills
• Exceptional verbal and written communication skills in English
• The ability to work effectively and collaboratively in a fast-paced environment
• Experience in coaching and staff development
• Bachelor’s degree in Computer Science (or related technical discipline)

Preferred

• 4+ years of experience with Customer Relationship Management (CRM) software such as Salesforce.com or Microsoft Dynamics CRM
• 2+ years of experience in Sales Force Automation (SFA)
• 2+ years of experience in a B2B Software-as-a-Service (SAAS) company
• 2+ years of experience in an Agile software development environment

Location:  Hyderabad, India

Working Hours: US business hours

About Inside View:

Inside View provides Market Intelligence to drive enterprise sales and marketing results. We help you find better leads, win more deals and maintain and grow customers. Inside View provides the data, insights, and connections that make every prospect and customer conversation more relevant, valuable and productive. Inside View is used by more than 450,000 sales and marketing professionals, and in over 19,000 market-leading companies including Marketo, Box, JLL, Hub International, Adobe and Rosetta Stone. Join our flourishing company and thrive!

For more information,

You can follow @InsideView on Twitter, read the Inside View Blog, or visit www.insideview.com.

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