Vacancy: 01
Job Summary: We are seeking a dynamic and experienced Technical Support Manager to join our team. The ideal candidate will have a proven track record of managing after-sales support
services, handling critical customers, and leading a team effectively. As a Technical Support Manager, you will play a crucial role in ensuring our clients receive the highest level of support
and satisfaction.
Job Responsibilities:
● Oversee all aspects of the after-sales support service, including but not limited to ticket management, issue resolution, and customer communication.
● Design the support team structure and end to end support system.
● Manage a team of support specialists, providing guidance, coaching, and performance evaluations.
● Develop and implement strategies to improve support service efficiency and customer satisfaction.
● Handle escalated issues and ensure timely resolution while maintaining positive customer relationships.
● Collaborate with other departments, such as Software Development, Network Infrastructure, Sales and Pre-sales to address customer concerns and improve product offerings.
● Monitor key performance indicators (KPIs) to track the effectiveness of support services and make data-driven decisions for improvement.
● Stay updated on industry trends and best practices in IT support services and implement relevant changes as needed.
Educational Requirements:
● BSc. in CSE/CS/ICT (or related field) from any reputed university in Bangladesh.
● Certifications such as Cisco CCNA/CCNP or equivalent are a plus.
Experience Requirements:
● 5-7 Years proven experience in managing after-sales support services, preferably in the IT industry.
● Certification in IT service management (e.g., ITIL) is a plus.
Additional Requirements:
● Must have strong analytical and problem-solving skills.
● Must have knowledge on network and server.
● Must have proven experience in handling critical customers and resolving issues effectively.
● Must have excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders.
● Should have strong leadership and team management skills, with the ability to motivate and inspire team members.
● Should have solid understanding of IT business concepts and technologies.
● Should have ability to thrive in a fast-paced environment and adapt to changing priorities.
Job Location: Dhaka
Compensation & Benefits:
● Salary: Negotiable
Other Benefits:
● Weekly Holiday: 2 Days
● Festival Bonus: 2
● Mobile Allowance
● Scope for Professional Development & Career Growth
● Health Insurance
● Performance Bonus
● Friendly Work Environment
● Other perks as per Company Policy
Application Deadline: May 31, 2024
Application Procedure: Interested and potential candidates fulfilling the above criteria are requested to apply through Apply Now or share their resume at iftakhar.hasan@gigatechltd.com mentioning your Current Salary, Expected Salary, and Notice Period.