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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Position Summary :
Technical Support Supervisor will be responsible for managing a team of Support Engineers in providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure. Maintain superior documentation and actively contribute to ongoing process improvement. The supervisor will also work with other support leadership to provide direction and guidance on department initiatives and special projects. This position has daily contact with help desk staff, customers, peers, and/or internal/external customer base.
Principal Duties and Responsibilities:
Mentor, hire, and train new staff as well as handle all personnel management of the team.
Assist with support projects assigned to the team ensuring completion is on time and within budget.
Responsible for overall satisfaction for customer accounts assigned to the team.
Monitor and QA ticket responses to ensure we re exceeding customer obligations.
Must be capable of establishing and documenting processes, policies and procedures.
Identify trends and patterns between service request data and foresee future problems.
Serve as an escalation point for customer issues and complex inquiries.
Act as cross functional program team representative; gathering and disseminating information to and from product development and engineering teams.
Other duties as assigned.
,Keyskills :
inside salesproduct support customer servicetechnical support support engineersproduct development process improvementpersonnel