Technical Support Manager Job in Bangalore at ClearTax
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Technical Support Manager
ClearTax
Full Time Job
Not Disclosed
0-1 years
Posted 30+ days ago
Location
- Bangalore
Skills Required
- Technical Support
- API integration
- Customer Relationship Management
- Problem Solving
About this Job
Cleartax is hiring for the role of Technical Support Manager!
Responsibilities of the Candidate:
- Provide product support to customers using our SaaS products globally through various channels: Calls, Emails, Desktop remote, and Chat Support.
- Collaborate with customer relationship managers to fully understand the issue by reviewing screenshots, reproducing the problem, checking error logs, and troubleshooting.
- Ask customers specific questions to quickly understand the root of the problem.
- Keep the customer engaged throughout the case lifecycle and take ownership in providing timely updates.
- Work collaboratively across the team to get support from peers or other internal stakeholders and offer support when others need it.
- Proactively identify customers experiencing repeated issues or requests that are not resolved to their satisfaction and escalate issues as needed.
- Communicate the root cause and resolution to customers in non-technical terms or easily consumable language.
- Identify repeated problems and opportunities for technological resolution to avoid future tickets with the same concerns.
- Ensure complete participation and contribution in organizational/process level initiatives to improve process efficiency.
Requirements:
- Willingness to work 24/7 shifts.
- Good communication skills and proficiency in English (written and verbal) and Hindi (verbal).
- Excellent problem-solving abilities and a proactive approach to troubleshooting technical issues.
- Proficient in working with APIs for integration-related tools for testing and good knowledge of MS Excel.
- Treat customers with respect, empathy, and constructive candor.
- Eager to learn and open to adapting to changes.
- Previous experience in SaaS technical support will be an added advantage.
Eligible Degrees
+95 More
Who can apply
Documents Required
1. Resume
2. ID Proof (e.g. Aadhar Card, PAN Card, etc.)
About ClearTax
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