About the Company:
ALLEN is a leader in delivering innovative and interactive educational solutions to students preparing for NEET, JEE and other competitive courses from class 6 to 12. Our mission is to make education accessible, engaging, and impactful. We are looking for an Assistant Manager - Tech Support to oversee a team dedicated to ensuring seamless customer support and providing technical solutions that enhance the user experience.

Role Summary:
The Assistant Manager - Tech Support will oversee daily support operations, mentor and lead a team of tech support representatives, and ensure prompt and efficient handling of customer queries. This role requires a strong focus on process optimization, customer satisfaction, and team performance management.

Key Responsibilities:

1. Team Leadership & Development

• Supervise and guide a team of 10 tech support representatives, focusing on quality and efficiency.

• Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.

• Set clear objectives for team members, track performance metrics, and provide feedback for continuous improvement.

2. Process Management & Optimization

• Monitor and streamline support processes to improve response times and issue resolution.

• Develop and implement SOPs for handling queries, issue escalation, and support ticket management.

• Analyze performance reports to identify areas of improvement and recommend solutions.

3. Customer Support Excellence

• Oversee customer support interactions to ensure high-quality service is maintained.

• Address complex or escalated customer issues and provide hands-on assistance to resolve critical cases.

• Collaborate with product and tech teams to relay feedback and suggest improvements based on customer pain points.

4. Technical Troubleshooting & Solution Development

• Act as the technical escalation point for more complex issues that require in-depth analysis and troubleshooting.

• Ensure the team is equipped with the latest product knowledge, tools, and troubleshooting skills.

• Regularly review support tickets and provide insights to prevent recurring issues.

5. Data Analysis & Reporting

• Track and report on KPIs, including customer satisfaction, response time, resolution time, and other relevant metrics.

• Utilize data to generate insights, provide reports to management, and drive continuous process improvements.

• Identify customer support trends and prepare documentation to guide the team in managing common issues.

6. Training & Knowledge Management

• Develop and deliver regular training sessions to upskill the team on technical troubleshooting, new product features, and best practices.

• Ensure that knowledge base articles, FAQs, and other resources are up to date for customer self-service and internal use.

7. Collaboration & Communication

• Work closely with other departments, such as product development, sales, and marketing, to support cross-functional initiatives.

• Communicate updates, changes, and new policies clearly to the team to ensure alignment and compliance.