3h ago

Technical Support Supervisor – Client Services

Mumbai, India
full-timeseniorfinancial services

Description

You will lead a team of client support professionals, handling complex technical issues related to trading platforms and software, while driving process improvements and team development to ensure exceptional client service.

Requirements

  • Bachelor's degree preferred in STEM fields, valid IT certification, or equivalent experience of 5+ years
  • 3+ years in a client-facing support role
  • 5+ years of experience working with technical support

Responsibilities

  • Lead, mentor, and guide a team of Technical Assistance Client Support Representatives
  • Oversee troubleshooting and resolution of complex technical issues related to trading platforms, account setup, and software functionalities
  • Communicate professionally with clients as an escalation point, providing clear solutions
  • Identify and implement process improvements for technical support workflow
  • Develop and conduct training sessions, monitor performance metrics, and manage critical escalations
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