Survey2connect (S2C) is a SaaS based experience management platform. We are a global IT product based firm whose vision is to be the best in class research platform which helps organizations make smarter and informed decisions hence improving the experiences organizations provide to every stakeholder. The platform helps organizations capture feedback at multiple touchpoints, understand it in real-time, and deliver insights by offering Simplified Survey, Customer Experience, Employee Satisfaction, Brand Tracking and Awareness. We are proud to provide Communities and Mystery Shopping solutions, as well as strategic guidance, support and services to leading banks, Insurance companies, airports and FMCG companies across the globe.

With a creative management, a skilled team, and an inherent ability to succeed, Survey2Connect strives to grow and reach heights.

Position Description :

We are looking for Technical Support Manager who can cater to client requirements by working in close liaison with the clients and providing them support for resolving the recorded issues. We are looking for a smart-working dedicated individual to work towards the success of the clients.

Responsibilities :

- Take ownership of client issues reported and see problems through to resolution

- Research, diagnose, troubleshoot and identify solutions to resolve client issues

- Act as a point of contact for all technical queries and issues from clients

- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Provide prompt and accurate feedback to clients

- Ensure proper recording and closure of all issues

- Prepare accurate and timely reports

- Document knowledge in the form of knowledge base tech notes and articles

- Follow the SLA for issues with respect to the severity

- Manage the technical support executive

Requirements :

- Bachelor's degree or equivalent

- 1-4 Proven work experience as a Technical Support Engineer

- Ability to diagnose and troubleshoot basic technical issues

- Excellent communication skills

- Ability to work methodically and meet deadlines - especially in a work from home scenario

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