Job Description
About the Role
CronySoft is hiring a Technical Support Manager to lead and manage our night shift technical support operations for USA-based customers using our Backoffice and POS.
Key Responsibilities
- Lead and manage the night shift technical support team and ensure smooth operations throughout the shift.
- Maintain shift discipline, attendance, and daily task execution.
- Manage work allocation and prioritization, ensuring urgent issues are handled first.
- Monitor and improve shift efficiency, response quality, and closure performance.
Scheduling and Rosters
- Create and maintain rosters for multiple shift timings (3 different shift schedules).
- Ensure adequate coverage and fair rotation across team members based on workload and business requirements.
Customer Support Quality and Escalations
- Act as escalation point for complex customer issues, complaints, and feedback.
Ready to Apply?
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