Technical Support Manager
Ditto- Full Time
- Senior (5 to 8 years)
The Director, Technical Support requires a proven experience of driving transformations and building teams, along with strategic thinking and a focus on execution. Candidates should possess a customer-centric view and a passion for solving customer problems, with experience in developing and monitoring key performance indicators (KPIs) such as CSAT, SLAs, and resolution time.
This role will involve developing and driving the overall strategy for global technical support and portfolio offerings to ensure exceptional customer experience and retention, establishing and monitoring KPIs, building and managing a global team of Technical Support Engineers, Leads, and Managers, creating a customer-centric culture among the support team, serving as a point of escalation for high-impact technical issues, and working cross-functionally with Engineering, Product, and other relevant teams to advocate for holistic solutions and improve the customer experience.
Modern intranet platform for employee engagement
Simpplr offers a modern intranet platform that aims to improve employee experience and strengthen company culture. The platform is designed to provide a seamless and personalized experience for employees, regardless of their work location. It serves a diverse range of clients, including businesses of all sizes across various industries, and has gained the trust of over 700 customers. Simpplr operates in the digital communication and collaboration market, which has grown due to the rise of remote work. The platform enhances internal communication, tracks employee sentiment, and promotes digital wellbeing, allowing employees to efficiently access necessary information, thus boosting productivity and collaboration. Unlike many competitors, Simpplr focuses on creating a cohesive experience tailored to the needs of employees. The company's goal is to provide a service that fosters a strong company culture and improves overall employee engagement.