Location: Chennai / Bangalore

Experience: 5–8 years

Department: Customer Success / Technical Support

Reports To: Head of Operations / Delivery Manager

Job Summary

We are seeking a result-oriented Support Manager to lead our support operations team. The ideal candidate should have strong skills in SQL, team handling, customer engagement, and MIS reporting. Proficiency in Hindi is highly preferred to manage clients and team members across regions.

Key Responsibilities

Team Management

- Manage and mentor a team of support executives and analysts.

- Define SLAs and monitor performance against KPIs.

- Conduct performance reviews, training, and team development activities.

Customer Engagement

- Handle escalations and ensure timely resolution of customer issues.

- Maintain a high level of customer satisfaction and client relationships.

- Communicate effectively with Hindi-speaking clients as needed.

SQL & Data Management

- Use SQL to troubleshoot data-related issues and extract meaningful insights.

- Collaborate with technical teams to resolve backend problems.

MIS Reporting

- Prepare and maintain MIS reports (daily/weekly/monthly).

- Analyze support trends and recommend improvements.

- Use Excel and BI tools to present reports to stakeholders.

Stakeholder Coordination

- Liaise with Product, Engineering, and Sales teams for issue resolution.

- Work with leadership to improve processes based on customer feedback.

Requirements

- Bachelor's degree in IT, Computer Science, or a related field.

- 5+ years in support operations, with at least 2 years in a leadership role.

- Strong SQL skills (Joins, filtering, data troubleshooting).

- Excellent in Excel; knowledge of Power BI or Tableau is a plus.

- Fluent in English; proficiency in Hindi is highly desirable.

- Strong analytical, communication, and stakeholder management skills.

Preferred Qualifications

- Experience in a SaaS, B2B support, or IT services environment.

- Familiarity with tools like Zendesk, Jira, Freshdesk, etc.

- Knowledge of ITIL processes or ITSM tools.

• It is a Full Time Customer Support / TeleCaller job for candidates with 5 - 6+ years Experience.

More about this Telecaller job

1. What is the eligibility criteria to apply for this Telecaller job?
   Ans: The candidate should be Graduate and above and above with 5 - 6+ years Experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹20000 - ₹30000 per month that depends on your interview. It's a Full Time job in Chennai.
3. How many working days are there for this Telecaller job?
   Ans: This Telecaller job will have 6 working days.
4. Are there any charges applicable while applying or joining this Telecaller job?
   Ans: No, there is no fee applicable for applying this Telecaller job and during the employment with the company, i.e., BASREE CONSULTING SERVICES.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Telecaller role?
   Ans: There is an immediate opening of 4 Telecaller at BASREE CONSULTING SERVICES
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Telecaller job?
   Ans: This Telecaller job has Day Shift.