Technical Customer Service Manager

Open Destinations; Panaji; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading technology provider in travel is seeking a Customer Support Manager to oversee the ticket management system and ensure exceptional support services. The role requires strong leadership and a customer-centric approach, along with 8+ years of experience in customer support management within the technology industry. Candidates should hold a Bachelor's degree in Computer Science, Information Technology, or a related field. Join us in delivering outstanding service and drive client satisfaction.

Qualifications

• 8+ years of proven experience in customer support management role.
• Background in software or technology industry is essential.

Responsibilities

• Oversee the Ticket Management System and ensure timely resolution.
• Meet ticket SLAs with customers and stakeholders.
• Conduct root cause analysis and implement corrective actions.
• Lead, mentor, and develop a high-performing support team.
• Collaborate with cross-functional teams for product improvements.

Skills

Strong leadership and people management skills

Excellent communication and interpersonal skills

Proficiency in using Ticket Management Systems

Experience in delivering customer training

Ability to work in a fast-paced environment

Strong problem-solving abilities

Familiarity with travel industry operations

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Bachelor's degree in a related field

Tools

Ticket Management Systems

Job description

Job Title: Customer Support Manager (IT)

Department: Customer Services

Reporting To: Program Manager

Job Type: Work from office

Company Profile

Open Destinations Limited (ODL) is a leading technology provider exclusive to the travel industry, with 25 years’ real world experience. Our team consists of 500+ travel tech experts, solving the biggest technological issues that tour and rail operators face. 10,000 travel professionals use our technology every single day. They chose us because our technology is richer, more complete and more customer centric than any other in the marketplace.

Duties and Responsibilities

• Oversee the Ticket Management System, ensuring accurate and timely ticket resolution.
• Meet ticket SLAs as agreed upon with customers and internal stakeholders.
• Monitor productivity and efficiency metrics to drive operational excellence.
• Conduct root cause analysis on escalated issues and implement corrective actions.
• Maintain a high level of customer satisfaction by delivering exceptional support services.
• Achieve high CSAT scores and KPIs set for key performance areas.
• Build and nurture strong relationships with clients through regular communication and proactive support initiatives.
• Represent the company at customer meetings, addressing concerns and driving solutions.
• Lead, mentor, and develop a team of customer support representatives.
• Recruit, hire, and retain top talent to build a high performing support team.
• Create and maintain a positive and motivating work environment conducive to employee growth and development.
• Roster and schedule team members to ensure 24x7 coverage and optimal resource allocation.
• Implement skilling and development programs for the support team.
• Conduct regular performance reviews, provide constructive feedback, and facilitate on going training sessions.
• Foster a culture of continuous learning and improvement within the team.
• Work closely with the Development, Implementation, and QA teams to ensure smooth product releases and upgrades.
• Manage the delivery of fixes and updates to clients, ensuring timely implementation and testing.
• Collaborate with cross functional teams to address customer issues and drive product improvements.

Skills Required

• Strong leadership and people management skills with the ability to inspire and motivate teams.
• Excellent communication and interpersonal skills, with a customer centric approach.
• Proficiency in using Ticket Management Systems and other support tools.
• Experience in delivering customer training and conducting performance evaluations.
• Ability to work effectively in a fast paced, dynamic environment and manage multiple priorities simultaneously.
• Strong problem solving abilities and a proactive attitude towards issue resolution.
• Familiarity with travel industry operations and software solutions is a plus.

Experience Required

8+ years of proven experience in a customer support management role within the software or technology industry.

Qualifications Required

Bachelor's degree in Computer Science, Information Technology, or a related field.