Manager - Technical Support

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Lead and supervise the technical support and field service team to ensure timely resolution of client issues.

• Oversee installation, configuration, and maintenance of digital displays, kiosks, POS and related software.

• Provide advanced troubleshooting support for hardware, software, and networking issues.

• Coordinate with vendors and internal teams for part replacements, firmware updates, and system upgrades.

• Maintain service-level agreements (SLAs) and monitor key performance indicators (KPIs) such as response time, uptime, and client satisfaction.

• Develop and enforce standard operating procedures (SOPs) for installation, escalation, and remote diagnostics.

• Document all support activities in CRM/ticketing systems and prepare performance reports.

• Work closely with the sales and product teams to ensure smooth handover from deployment to after-sales service.

• Conduct technical training sessions for team members and clients when required.

• Continuously improve the service process through data insights and customer feedback.

Job Type: Full-time

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Health insurance

Ability to commute/relocate:

• Edapally, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• total work: 2 years (Required)

Language:

• Hindi (Preferred)

Work Location: In person

Expected Start Date: 01/11/2025