Technical Support

Job Title: Manager – Technical Support

Location: Bengaluru, India

Department: BankSoft – Banking Solutions Division

Reporting To: Head – Banking Operations

Experience Required: 3+ years

Employment Type: Full-time

Working Days: 6 Days a Week

Key Responsibilities

• Lead, mentor, and manage the customer support team handling BankSoft clients.
• Define SLAs and ensure timely resolution of client issues through ticketing systems.
• Monitor, analyze, and report support metrics; drive process improvements and efficiency.
• Act as a point of escalation for unresolved issues and coordinate with product and engineering teams.
• Oversee support for new product rollouts, upgrades, and client onboarding processes.
• Conduct client satisfaction surveys and implement feedback mechanisms.
• Maintain documentation, FAQs, and knowledge bases for internal and client use.
• Collaborate with QA and Development teams to identify recurring issues and support product enhancements.
• Ensure adherence to regulatory and security protocols in client interactions and data handling.

Required Skills & Qualifications

• Graduate/Postgraduate in Computer Science, IT, or a related field.
• Minimum 5 years of experience in customer support within BFSI or enterprise software domains.
• Familiarity with banking software such as CBS, USSD, and Mobile Banking platforms.
• Proven leadership and customer-facing experience.
• Strong analytical, problem-solving, and communication skills.
• Experience with Jira, Zoho Desk, Freshdesk, or similar CRM/ticketing tools.
• Working knowledge of SQL and banking workflows is an added advantage.
• Fluency in English and at least one regional language is preferred.

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