Head, Technical Support at Babban Gona

About the job

We are seeking a Head, Technical Support to lead our technical support team and provide outstanding customer service to our farmers, vendors, and other stakeholders. The ideal candidate will have experience in managing technical support teams, working with agricultural technologies, and driving customer satisfaction.

• Lead and manage the technical support team, including hiring, training, performance management, and career development.
• Provide technical support to farmers, vendors, and other stakeholders, ensuring timely and effective resolution of technical issues.
• Collaborate with product development teams to provide input on product features, design, and user experience based on customer feedback.
• Develop and maintain technical support processes and procedures, ensuring consistency and adherence to best practices.
• Develop and implement strategies to improve customer satisfaction, including measuring customer feedback and implementing continuous improvement initiatives.
• Work with cross-functional teams to identify and resolve technical issues, and escalate issues as necessary to senior management.
• Develop and maintain knowledge management systems and documentation, ensuring accurate and up-to-date information is available to customers and internal stakeholders.
• Monitor and report on technical support metrics and key performance indicators, and make recommendations for improvement.
• Develop and maintain a customer feedback program, including surveys and other feedback mechanisms, to ensure that customer needs are being met and to identify areas for improvement.
• Lead the development of training materials and programs for customers, including onboarding, product training, and ongoing support.
• Identify opportunities for process improvement and automation, and collaborate with cross-functional teams to implement changes.
• Head of Technical Support would be responsible for ensuring that technical support operations are efficient, effective, and aligned with the companys goals and objectives.

Requirements

• Bachelors degree in Agriculture, Computer Science, or related field; Masters degree preferred.
• At least 5 years of experience in managing technical support teams in a technology or agricultural environment.
• Experience in providing technical support for agricultural technologies, such as precision agriculture tools, soil sensors, or farm management software.
• Strong understanding of agricultural technologies, trends, and industry best practices.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
• Ability to manage multiple projects and priorities simultaneously, while maintaining a high level of attention to detail and quality.
• Ability to work effectively in a fast-paced, dynamic environment, and adapt quickly to changing priorities and requirements.
• Passion for driving customer satisfaction and delivering outstanding customer service.
• Experience providing L1 and L2 type support.
• Extensive experience leading a complex organization and passion for getting into details to identify root cause of issues and create innovative solutions.
• Deep leadership experience in a supply chain and logistics intensive organization that has leveraged a digital transformation strategy to accelerate rapid scale.