Technical Support Manager Job at Bazaarvoice (Bengaluru)

Job Description

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

Job Responsibility

Drive best in class service experience for clients for all post-sales support activities including engagement services, Implementation services and Technical Support
Coach and support team members to help them meet departmental goals
Mentor and coach client service staff to ensure professional growth and related performance
Coordinate projects and available headcount to manage utilization and capacity of resources to effectively drive high customer satisfaction levels
Create & manage monthly/quarterly departmental reports to determine whether KPIs (key performance indicators) are being met and identify areas for improvement
Annual performance management & merit reviews
Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews

Requirements

Minimum of 5 years' experience in customer facing roles
Superior written and verbal communication skills
Exceptional time management and multi-tasking abilities
A proven history of success in leadership roles
Experience hiring and training staff
Ability to professionally resolve conflicts between customers or staff
Client-minded focus of delivering best in class service support that results in consistently high-levels of client satisfaction
Experience in SaaS environment
Able to successfully problem-solve and negotiate as necessary
Continuously showcase high attention to detail and well-developed organizational skills
Bachelor's Degree in Business or a related field required
5+ years of management experience in Professional or Technical Services, preferably within a SaaS model
Background and expertise in building out new service capabilities to accommodate growth, scale and global reach
Experience collaborating with international teams and remote team members
Superior communicator and strong relationship builder
A passion for customers and a dedication to providing a best-in-class service experience
Strong coaching and mentoring experience
able to confidently provide constructive professional development feedback

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Technical Support Manager

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