Manager, Technical Support at OpenGov

Pune, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Government, Public SectorIndustries

Requirements

Ability to work India Standard Time (IST), with proposed shift: Late Shift (US overlap) 3:30 AM to 11:30 AM IST
Availability for weekend shifts
Experience supervising technical support professionals, analysts, and engineers
Proficiency in utilizing tools such as AI and service management systems (e.g., Salesforce Service Cloud)
Strong analytical skills to analyze data, identify trends, and situations requiring solid judgment
Ability to balance multiple tasks and priorities
Capability to manage moderate-sized projects or team initiatives with moderate complexity
Skills in mentoring, coaching, and performance management

Responsibilities

Utilize new tools (such as AI) to support customers effectively at scale
Provide direct supervision to technical support specialists, analysts, and engineers, ensuring adherence to established processes and procedures
Manage day-to-day operations of the technical support team, ensuring timely and accurate resolution of customer inquiries via phone, chat, web, and email
Act as a guide to the team, providing technical guidance and support, and stepping in to resolve complex issues as needed
Monitor team performance against established KPIs, including case resolution time, customer satisfaction (CSAT), and SLA adherence; analyze the “why” behind stats to recommend adjustments
Utilize the service management system (e.g., Salesforce Service Cloud) for case management, ensuring accurate and timely updates
Implement and maintain routine operational plans, ensuring alignment with functional goals and objectives
Analyze data and situations to identify trends and areas for improvement in support processes
Manage moderate-sized projects or team initiatives with moderate complexity, balancing multiple tasks and priorities
Influence team strategies and operational improvements, contributing to the development and performance of team members
Mentor and develop team members, providing coaching and feedback to enhance their technical and customer service skills, including technical and product training and regular performance management
Foster a collaborative team environment, ensuring team objectives are met
Conduct presentations of technical information concerning specific projects or programs to team members and peers
Work on issues requiring the analysis of data and situations that require solid judgment
Meet targets typically against a monthly plan

Skills

Key technologies and capabilities for this role

Technical SupportTeam SupervisionCustomer Issue ResolutionSLA ManagementData AnalysisShift ManagementERP Support

Questions & Answers

Common questions about this position

What is the work location and shift schedule for this role?

This is an onsite position with the team working India Standard Time (IST), specifically the late shift from 3:30 AM to 11:30 AM IST (4:00 PM – 12:00 AM CST) with US overlap, and weekend shifts are also required.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What key skills and experience are required for the Technical Support Manager role?

The role requires solid judgment for analyzing data and situations, balancing multiple tasks and priorities, technical guidance to resolve complex issues, proficiency with service management systems like Salesforce Service Cloud, and experience utilizing AI tools.

What is the company culture like for this team?

The role is part of a leadership team in the Support Center of Excellence, fostering a culture of accountability, collaboration, and innovation in alignment with OpenGov’s mission.

What makes a strong candidate for this Technical Support Manager position?

Strong candidates have experience supervising technical support teams, managing operations to meet SLAs and KPIs like case resolution time and CSAT, providing technical guidance on complex issues, and monitoring performance to recommend improvements.

OpenGov

Cloud-based software for government organizations

About OpenGov

OpenGov provides cloud-based software solutions tailored for the public sector, focusing on strategic budgeting, planning, permitting, licensing, and code enforcement. Their products help government organizations transition from paper-based processes to digital workflows, significantly reducing the time and resources needed for tasks like budget creation, which can be completed in half the usual time. OpenGov stands out from competitors by leveraging extensive experience in the public sector to address specific challenges faced by local governments, such as outdated systems and the need for transparency. The company's goal is to empower government leaders with better data analysis tools to enhance decision-making and improve engagement with constituents.

Redwood City, CaliforniaHeadquarters

2012Year Founded

$221.8MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, Government & Public SectorIndustries

501-1,000Employees

Benefits

Competitive Salary

Work from Anywhere

Unlimited Vacation

Mission-Driven Colleagues

World-Class Healthcare

Professional Development

Family Matters

Amazing Customers

Risks

Increased competition from other SaaS providers targeting the public sector.

Integration challenges from iGovServices acquisition may disrupt existing services.

Reliance on cloud solutions makes OpenGov vulnerable to service outages.

Differentiation

OpenGov specializes in cloud-based solutions tailored for the public sector.

The company offers strategic budgeting, permitting, and licensing software for governments.

OpenGov's software reportedly halves the time needed for budget creation.

Upsides

Growing demand for cloud solutions as governments modernize outdated systems.

Acquisition of iGovServices expands OpenGov's offerings into tax and revenue management.

Rising adoption of electronic bidding systems enhances OpenGov's procurement solutions.

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