TAC Manager (Security Team)

Job description

**Job Title: TAC Manager** **Location: Bangalore** **Department: Technical Assistance Center (TAC)** **About the Role** The TAC Team Manager (Technical Customer Support Lead) will oversee a team of technical support specialists responsible for resolving customer issues with speed and accuracy. This role ensures operational excellence by driving technical troubleshooting standards, enhancing customer satisfaction, and fostering a high‑performing, collaborative support team. The ideal candidate combines strong technical depth with proven leadership, exceptional communication skills, and a customer‑first mindset. **Key Responsibilities** **Team Leadership & Performance** - Lead, mentor, and support a team of technical support specialists to ensure high‑quality service delivery. - Conduct regular performance reviews, provide coaching, and drive team development. - Foster a positive, inclusive, and collaborative team culture. **Customer Support & Issue Resolution** - Provide hands‑on technical support via phone, email, or chat. - Analyze, diagnose, and resolve technical issues through detailed troubleshooting. - Manage and prioritize personal and team ticket queues. **Operational Excellence & Escalations** - Ensure SLAs for response and resolution times are consistently met. - Handle escalations and engage higher‑level support or engineering teams when needed. - Monitor KPIs and support metrics to identify trends and improvement areas. **Cross‑Functional Collaboration** - Work closely with product development, engineering, sales, and account management teams to resolve customer concerns holistically. - Relay customer insights and feedback to influence product improvements. **Documentation & Knowledge Sharing** - Create and maintain technical documentation, SOPs, and knowledge base articles. - Develop and deliver training programs for new and existing team members. **Process & Tool Improvement** - Recommend and evaluate support tools, systems, and workflows for efficiency gains. - Lead initiatives to enhance team productivity and customer experience. **Continuous Learning & Industry Insight** - Stay updated with product updates, industry trends, and competitive offerings. - Contribute to meetings and discussions related to product, process, and performance improvements. **Requirements** - Bachelor’s degree in computer science, Information Technology, or equivalent work experience. - 5+ years in technical customer support, including 2+ years in a leadership/supervisory role. - Strong understanding of troubleshooting methodologies and technical problem‑solving. - Proficiency with ticketing systems, CRM tools, and remote support platforms. - Excellent verbal and written communication skills. - Experience managing escalations and complex technical issues. - Strong organizational and multitasking abilities. - Proven experience in creating and maintaining technical documentation. - Familiarity with KPIs and metrics in a support environment. - Ability to collaborate effectively across departments. - Customer‑service orientation with the ability to stay calm under pressure. - Knowledge of networking fundamentals, operating systems, and software applications. - Experience developing and delivering technical or process‑based training programs. **What We’re Looking For** - Strong leadership and team‑building skills - Excellent communication and interpersonal abilities - Highly analytical and detail‑oriented mindset - Customer‑first approach and problem‑solving attitude - Adaptability in fast‑paced or demanding environments - Empathy and emotional intelligence - Strategic thinker with a focus on continuous improvement - Ability to manage conflicts and difficult conversations - Strong accountability, reliability, and time‑management skills - Resilience and composure under pressure - High integrity and commitment to confidentiality - Creativity and willingness to innovate - Self‑driven with a strong work ethic and sense of ownership - Ability to inspire, motivate, and uplift team members **If you find the above JD relevant, pls share me your updated resume to richas@checkpoint.com**