Technical Customer Service Manager

Job Title: Customer Support Manager (IT)

Department: Customer Services

Reporting To: Program Manager

Location: Panaji, Goa India

Job Type: Work from office

Company Profile

Open Destinations Limited (ODL) is a leading technology provider exclusive to the travel industry, with 25 years' real world experience. Our team consists of 500+ travel tech experts, solving the biggest technological issues that tour and rail operators face. 10,000 travel professionals use our technology every single day. They chose us because our technology is richer, more complete and more customer centric than any other in the marketplace.

Duties and Responsibilities

• Oversee the Ticket Management System, ensuring accurate and timely ticket resolution.
• Meet ticket SLAs as agreed upon with customers and internal stakeholders.
• Monitor productivity and efficiency metrics to drive operational excellence.
• Conduct root cause analysis on escalated issues and implement corrective actions.
• Maintain a high level of customer satisfaction by delivering exceptional support services.
• Achieve high CSAT scores and KPIs set for key performance areas.
• Build and nurture strong relationships with clients through regular communication and proactive support initiatives.
• Represent the company at customer meetings, addressing concerns and driving solutions.
• Lead, mentor, and develop a team of customer support representatives.
• Recruit, hire, and retain top talent to build a high performing support team.
• Create and maintain a positive and motivating work environment conducive to employee growth and development.
• Roster and schedule team members to ensure 24x7 coverage and optimal resource allocation.
• Implement skilling and development programs for the support team.
• Conduct regular performance reviews, provide constructive feedback, and facilitate on going training sessions.
• Foster a culture of continuous learning and improvement within the team.
• Work closely with the Development, Implementation, and QA teams to ensure smooth product releases and upgrades.
• Manage the delivery of fixes and updates to clients, ensuring timely implementation and testing.
• Collaborate with cross functional teams to address customer issues and drive product improvements.

Skills Required

• Strong leadership and people management skills with the ability to inspire and motivate teams.
• Excellent communication and interpersonal skills, with a customer centric approach.
• Proficiency in using Ticket Management Systems and other support tools.
• Experience in delivering customer training and conducting performance evaluations.
• Ability to work effectively in a fast paced, dynamic environment and manage multiple priorities simultaneously.
• Strong problem solving abilities and a proactive attitude towards issue resolution.
• Familiarity with travel industry operations and software solutions is a plus.

Experience Required

8+ years of proven experience in a customer support management role within the software or technology industry.

Qualifications Required

Bachelor's degree in Computer Science, Information Technology, or a related field.