Support Manager

Job Summary:

Arronics Infotech is looking for an experienced Support Manager to lead and manage the technical support function for our ERP solutions, web applications, mobile apps, CRM systems, and digital services. The ideal candidate will ensure high levels of customer satisfaction, efficient issue resolution, and continuous improvement of support processes.

Key Responsibilities:

• Manage end-to-end technical support operations for ERP, web-based applications, mobile apps, and CRM solutions.
• Act as the primary escalation point for client issues, complaints, and service requests.
• Lead, mentor, and train the support team, ensuring timely and quality resolution of tickets.
• Define and monitor SLA compliance, response times, and resolution metrics.
• Coordinate with development, QA, and project teams for bug fixes, enhancements, and deployments.
• Analyze recurring issues and drive root cause analysis and preventive actions.
• Ensure smooth post-implementation support for new clients and projects.
• Prepare and present support performance reports to management.
• Assist in creating and maintaining support documentation, FAQs, and knowledge base.
• Ensure adherence to company policies, security standards, and best practices.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, or related field.
• Strong understanding of ERP systems, web applications, mobile apps, and CRM platforms.
• Experience with ticketing tools and customer support workflows.
• Excellent problem-solving, communication, and client-handling skills.
• Ability to manage multiple clients and projects simultaneously.
• Strong leadership and team management capabilities.
• Good knowledge of databases, APIs, and basic troubleshooting concepts.
• Familiarity with digital marketing platforms is a plus.

Preferred Experience:

1. Only Male Candidates (Native- Sangli, Satara)
2. Willing to travel Client sides whenever required.
3. 2-3 years of experience in customer support
4. Prior experience in a managerial role and handling Clients on site.
5. Experience handling enterprise or mid-scale clients.
6. Exposure to process improvement frameworks (ITIL or similar) is an advantage.