Client Support Manager (2)
On-siteChandigarh, Chandigarh, India
Job Summary
Lead and manage client support and technical support teams to provide exceptional service and resolve issues efficiently. Develop and implement client service protocols and technical troubleshooting guidelines to ensure consistency across all interactions. Collaborate with sales, product, and engineering teams to ensure seamless client onboarding and product integration. Monitor client interactions and feedback to improve service delivery, while analyzing data to identify trends and develop strategies for retention. Handle complex escalations and conduct regular training sessions to equip teams with up-to-date product knowledge and troubleshooting abilities. Manage billing processes for support services and foster a culture of high morale and continuous learning. Join a leading healthcare IT company with a global sales network, offering performance bonuses, sponsored technical training, and a balanced five-day work week.
Required Qualifications
- Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field
- Minimum 7+ years of experience in client support or technical support
- At least 3 years in a managerial role
- Proven track record of leading support teams in a technology-driven environment
- Strong technical foundation with an understanding of software products, network issues, and basic troubleshooting practices
- Excellent interpersonal and communication skills
- Ability to manage sensitive situations diplomatically
- Analytical skills with an ability to translate data into actionable insights
- High degree of professionalism
- Customer-centric mindset
Desired Qualifications
- Experience with CRM software
- Experience with helpdesk software
- Experience with ITSM tools
- Technical certifications such as CompTIA A+
- Technical certifications such as Network+
- Technical certifications such as Microsoft Certified Professional (MCP)
- Technical certifications or similar
- Knowledge of the software development industry
- Knowledge of the specific challenges faced by clients
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.