Assistant Manager – Technical Support

About the role

The Assistant Manager – Technical Support will ensure effective technical assistance for client inquiries, meeting service level agreements and maintaining high customer satisfaction. This role involves handling phone and email requests, documenting issues, and escalating when necessary.

Key responsibilities

• Manage incoming help requests via telephone and email, providing courteous and accurate support.
• Document client information, problem details, and resolution steps in the RAVE system.
• Track, record, and follow up on all queries, ensuring compliance with SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, analyze call logs, and propose preventive measures.
• Escalate critical or unresolved cases to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Participate in product training and continuous learning to stay current with features and updates.

Required profile

• Strong communication skills with a professional and courteous phone demeanor.
• Ability to follow standard processes and document actions accurately.
• Detail‑oriented mindset for tracking and analyzing client interactions.
• Proactive attitude toward learning product details and improving service quality.

Required skills

• Proficiency with the RAVE tracking system.
• Experience using call‑center or ticketing software.
• Basic knowledge of product support and troubleshooting procedures.