Group Leader (Technical Support)

PTC; Maharashtra; On-site; INR 600,000 - 900,000; Full time

Job summary

PTC is seeking an entry-level Group Leader to ensure high levels of customer satisfaction by leading a small technical support team. This role combines management responsibilities with hands-on problem solving to deliver outstanding service.

Ideal candidates have 1–3 years of relevant experience, a Bachelor's degree in any discipline, and strong skills in decision making, motivating others, conflict management, and approachability. English business proficiency is required.

Qualifications

• Bachelor's degree in any discipline.
• 1–3 years of directly related work experience.
• Experience working in a Technical Support Department.

Responsibilities

• Lead group to deliver high levels of customer satisfaction.
• Mentor and coach junior staff (51–60% of time). Span of control: 4–6 direct reports.
• Handle customer escalations and proactively informing management about critical issues.
• Keep reports up to date with information and upcoming events.

Skills

Decision Quality

Motivating Others

Conflict Management

Approachability

Education

Bachelor's degree

Tools

Salesforce.com

Job description

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

A Group Leader is an entry level management and technical position whose job is to ensure a high level of PTC

customer satisfaction by ensuring their group provides superior customer service. A Group Leader requires at least 1- 3 years of directly related work experience and a Bachelor's degree in any discipline.

• Ability to envision and appreciate customers’ interests and specific concerns.
• Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
• Listening, collecting points of view, preparing reports using CRM tools like Salesforce.com, and presenting information.
• Handling customer escalations and proactively keeping management informed about critical issues.
• Keeps direct reports up to date with information and upcoming events.
• Visible and accessible to employees on a regular basis, and has excellent delegation skills.
• Self-Motivated, willing to lead by example with a positive attitude and demeanor.
• Demonstrates the ability to comprehend complex problem descriptions and effectively communicate possible resolution options in a verbal and written medium, which may help address customers' ongoing problems.

Requisites

• Candidates who are able to lead and create a difference
• Minimum 1-3 years’ experience with a Bachelor's Degree in any discipline
• Experience working in a Technical Support Department.
• Mentors and coaches more junior staff between 51% - 60% of the time. Span of Control and Number of Reports: small work teams (4-6 direct reports).

Report Types

• Associate, Career and Senior levels.

Reporting Relationships

• Section Manager / Manager.

Generally, demonstrates a functional proficiency of critical competencies in job. Contributes to departmental goals and objectives/metrics and plans; may contribute to organizational goals.

Must Have Skills

• Decision Quality
• Motivating Others
• Conflict Management
• Approachability

Language

• English (Business Level)

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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