Assistant Manager - Tech Support

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:

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   Team Leadership & Development

   
   

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

  
  


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

  
  


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

  
  

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

  
  


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

  
  


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

  
  

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

  
  


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

  
  


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

  
  

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

  
  


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

  
  


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

  
  

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

  
  


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

  
  


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

  
  

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

  
  


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

  
  

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

  
  


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  Communicate updates, changes, and new policies clearly to the team to ensure alignment and compliance.