Technical Support Manager

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.