Zinier is hiring a
Global Technical Support Manager, Remote - India

Summary

The Global Technical Support Head will lead and mentor the global support team, manage daily operations, ensure customer satisfaction, monitor performance metrics, collaborate with other departments, and have 15+ years of experience in a related field. The role is remote-first and part of a hybrid workforce spread across various locations.

Requirements

• Bachelor's degree in a related field and 15+ years of experience in support or a relevant role
• Experience scaling and managing global or regional support teams is required
• Strong knowledge of advanced troubleshooting methodologies
• Excellent communication and leadership skills
• Strong analytical and problem-solving skills
• Knowledge of operating systems, cloud services, and server administration
• Experience with ticketing systems and remote support tools

Responsibilities

• Lead and mentor the global support team, fostering a collaborative and high-performance culture
• Set performance goals, monitor progress, and provide regular feedback to team members
• Oversee the hiring, training, and development of support staff to ensure they have the skills and knowledge required to perform effectively
• Manage the daily operations of the global support team, ensuring efficient and effective resolution of customer issues
• Develop and implement standardized support processes and best practices across all regions
• Allocate resources effectively to ensure coverage and support during peak times and across different time zones
• Monitor customer satisfaction metrics and implement strategies to improve the customer experience
• Handle escalated customer issues, ensuring timely and satisfactory resolution
• Maintain clear and proactive communication with customers regarding their issues and resolutions