Manager - Tech. Support

HotelKey Overview

Job Posting Date: 02 Aug 2023

HotelKey is a global software company providing innovative software solutions and services for the hospitality industry - serving both enterprise brands and independent hotels alike. While we at HotelKey are still early on in our journey, we have achieved some impressive accomplishments, including having our software solution get selected at over 12,000+ properties and being the mandated PMS software at three major hotel enterprises.

We have accomplished this success by being committed to providing our customers with industry leading products and outstanding customer service. And we recognize that we are only able to accomplish these things and provide top-quality service by first taking care of our employees.

We are looking for motivated, enthusiastic team players with a passion for technology to join our growing team!

Description

Manager Tech Support will be responsible for managing a team fulfilling technical support services with Exemplary leadership, customer service, critical thinking and problem-solving skills, as well as the ability to prioritize are keys to success in this position. The nature of the position also requires an ability to communicate clearly on a variety of different levels, both externally and internally. Recruit, mentor, train and develop support engineers; develop KPIs to deliver on actionable insights for cross-functional teams across the company as well as to measure and improve team performance; manage efficient day-to-day support operations to achieve team KPIs including customer satisfaction, productivity, and quality; further develop and manage the escalation & incident management

Responsibilities

• Managing the Tech. Support Centers day-to-day functions along with responding to escalated customer issues.

• Implementing Tech. Support processes to enhance customer satisfaction.

- Monitoring teams Performance, Productivity and Qualitative / Quantitative metrics viz- SLA, AHT, NPS, Call quality, etc.

• Responsible for end to end customer contact processes and associated customer experience.

• Responsible for increase in C-SAT & Propose ways to Tech teams to bring automations in the process.

• Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvements.

• Should be able to solve Tech Support tickets within TAT.

• Interviewing and hiring new employees. Overseeing and evaluating the team’s ongoing training efforts.

• Delivering performance evaluations and following the disciplinary process according to company policy.

• Assessing support statistics and preparing detailed reports on the findings.

• Manage project plans to ensure smooth roll out including communication and training.

Requirement

• Minimum of 3 years as a Manager in an International Contact Centre.

• Minimum of 7 years of experience in a call center.

• Excellent knowledge of management methods and techniques.

• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager.

• Excellent knowledge of management methods and techniques.

• Strong client-facing and communication skills with ability to think strategically and lead.

• Advanced troubleshooting and multi-tasking skills.

• Bachelor’s or Master’s degree.

• Well-versed in resource hiring, management and shift staffing.

• Ability to work independently in 24x7 environment, multi-task effectively with general direction and guidance.

• Available for full-time work from Office

You'll Succeed With -

• Ability to work autonomously, self-starter.

• Strong communication and interpersonal skills.

• Proven ability to work in a team environment.

• Flexibility to work miscellaneous hours on an as-needed basis.

• Ability to work through and troubleshoot issues that arise with a solution-oriented mentality.

• Attention to detail and ability to multitask with time sensitivity.

• Excellent written and communication skills, English fluency.

What You Can Expect From HotelKey -

As we previously mentioned, HotelKey cares about its employees and is invested in their growth and success. If you join HotelKey, you can expect the following benefits:

• A friendly place to work alongside fantastic people.

• A flexible work schedule in a fast-paced, high-growth company.

• Competitive compensation.

• PTO & paid holidays.
• Health insurance.

• Provident Fund

HotelKey is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

HotelKey is committed to the full inclusion of all qualified individuals. This means that HotelKey will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions please contact our HR team via email at recruitment@hotelkeyapp.com or careers@hotelkeyapp.com