Assistant Manager - Tech Support (Kota)

About the Company: ALLEN is a leader in delivering innovative and interactive educational solutions to students preparing for NEET, JEE and other competitive courses from class 6 to 12. Our mission is to make education accessible, engaging, and impactful. We are looking for an Assistant Manager
- Tech Support to oversee a team dedicated to ensuring seamless customer support and providing technical solutions that enhance the user experience. Role Summary: The Assistant Manager
- Tech Support will oversee daily support operations, mentor and lead a team of tech support representatives, and ensure prompt and efficient handling of customer queries. This role requires a strong focus on process optimization, customer satisfaction, and team performance management. Key Responsibilities: 1.

Team Leadership & Development -

Supervise and guide a team of 10 tech support representatives, focusing on quality and efficiency. -

Conduct regular team meetings, performance reviews, and one-on-one coaching sessions. -

Set clear objectives for team members, track performance metrics, and provide feedback for continuous improvement. -

Process Management & Optimization -

Monitor and streamline support processes to improve response times and issue resolution. -

Develop and implement SOPs for handling queries, issue escalation, and support ticket management. -

Analyze performance reports to identify areas of improvement and recommend solutions. -

Customer Support Excellence -

Oversee customer support interactions to ensure high-quality service is maintained. -

Address complex or escalated customer issues and provide hands-on assistance to resolve critical cases. -

Collaborate with product and tech teams to relay feedback and suggest improvements based on customer pain points. -

Technical Troubleshooting & Solution Development -

Act as the technical escalation point for more complex issues that require in-depth analysis and troubleshooting. -

Ensure the team is equipped with the latest product knowledge, tools, and troubleshooting skills. -

Regularly review support tickets and provide insights to prevent recurring issues. -

Data Analysis & Reporting -

Track and report on KPIs, including customer satisfaction, response time, resolution time, and other relevant metrics. -

Utilize data to generate insights, provide reports to management, and drive continuous process improvements. -

Identify customer support trends and prepare documentation to guide the team in managing common issues. -

Training & Knowledge Management -

Develop and deliver regular training sessions to upskill the team on technical troubleshooting, new product features, and best practices. -

Ensure that knowledge base articles, FAQs, and other resources are up to date for customer self-service and internal use. -

Collaboration & Communication -

Work closely with other departments, such as product development, sales, and marketing, to support cross-functional initiatives. -

Communicate updates, changes, and recent policies clearly to the team to ensure alignment and compliance. Apply on Kit Job: kitjob.in/job/4lxlev