TECHNICAL SUPPORT MANAGER
About Us:
Arrise Solutions India Pvt. Ltd. (powering PragmaticPlay) is a leading content provider to the iGaming and Betting Industry, offering a multi-product portfolio that is innovative, regulated and mobile-focused. Pragmatic Play strives to create the most engaging and evocative experience for customers globally across a range of products, including slots, live casino, sports betting, virtual sports and bingo.
Job Summary:
The Technical Support team provides mission critical technical support for the world's most trusted and pioneering online gaming customers. They influence the way products are developed and implemented to improve the overall customer experience. Partner with stakeholders in Sales, Services, Engineering, Operations, and Products to help execute on Arrise's Mission.
We are looking to hire Technical Support Manager, who will be responsible for leading and motivating a world class technical support team across diverse technologies.
An experienced Manager who is responsible for ensuring the success of our customers by effectively managing a team of Support Engineers (L1 & L2 Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, while being a face of organization to the wider world. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.
Key Responsibilities:
- Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
- Develop and maintain Support procedures and policies
- Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
- Manage workflows and schedules for direct reports and ensure adequate workload coverage.
- Deliver regular reports that provide qualitative and quantitative descriptions of business performance
- Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
- Ensure the delivery of high-quality technical and soft-skills training for direct reports
- Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
- Advocate for customers and define ways to continually add value to the customer experience
- Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group
- Foster and facilitate the professional growth and development of team members
- Empower and install confidence in team members to enable them grow
- Flexibility to work in staggered shifts.
- Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
- Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management
Requirements:
- 8-10 year of experience in technical to understand the issues and be able to do hands-on tasks.
- strong communication and stakeholder management skills, understanding of metrics and SLAs.
- Work experience in a similar role in the iGaming industry will be preferred
- Bachelor's degree in Software Engineering, Computer Science, or a related technical field
- MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc. will be preferred
- Strong Experience in managing technical support professionals.
- Experience in work with web applications, CMS.
- Good knowledge of SQL, SQL Ser DB queries.
- Good knowledge in XML, SOAP, JSON.
- Experience with support tools and systems
- Excellent written and verbal communication skills.
- Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
- Continuously raises the bar on what defines customer service delivery.
- Excellent situational awareness in handling objections in dynamic customer environments.
- Leading cross-functional collaboration across global teams
- Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision
- Drive stakeholder engagement across peers and senior management
- Provide guidance, mentoring, training and delegate responsibilities to team members enabling their professional growth and development
- Strong Escalation management experience with multiple stakeholders including customers and product teams
- Demonstrate strong work ethic and advanced organizational skills
- Ability to attract, hire and retain high-performing support professionals
- Ability to work on competing priorities under tight timelines and delivery pressures.
- Ability to work in a fast-paced environment where continuous innovation is desired.
- Should be able to think strategically and execute methodically and tactically.
- Ability to manage multiple, competing for priorities simultaneously.
- History of teamwork and willingness to roll up one's sleeves to get the job done.
Working with us:
At Arrise, we're curious, innovative, collaborative, and tenacious. We celebrate diversity of thought, and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.
Disclaimer:
Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
Pragmatic Play is Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
