Software Support Supervisor | Coimbatore (Onsite)

Lead the Team Behind Exceptional Customer Support

Great software needs great support. As a Software Support Supervisor, you will oversee daily support operations, coach and develop Support Technicians, manage escalations, and drive service quality and KPI performance. Your leadership will directly impact customer satisfaction, operational efficiency, and team success while offering a long-term global career with Emapta in a top 1% environment built for top 1% talent.

Job Overview

• Employment type: Full Time
• Shift: Night Shift | 9:00 AM - 6:00 PM US Eastern Time | Weekends Off
• Work setup: Onsite - Coimbatore, Tamil Nadu, India

Exciting Perks Await!

• Competitive package
• Medical life insurance
• Standard government and Emapta benefits
• Well-equipped, modern, and accessible offices
• Employee engagement
• Mentorship and exposure to global leaders and teams
• Diverse, inclusive, and supportive culture
• Transparent performance management
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)

The Qualifications We Seek

Education/Training

• Minimum 3 to 5 years of Support Technician experience and 1 year of experience in a Supervisor or Team Lead role preferred
• High school diploma or equivalent required; associate or bachelors degree preferred

Required Work Experience/Skills

• Strong oral and written communication skills
• Strong interpersonal, active listening, and empathetic skills needed to handle difficult employee and customer situations
• Exceptional time management, decision-making, organization, presentation, and problem-resolution skills
• Exceptional communication, human relations, and interpersonal skills

Discretionary Judgment

• Uses independent judgment and discretion based on experience in the position and knowledge of products, equipment, and services
• Seeks assistance from other Support leaders or departments as needed to help resolve issues

Physical Demands, Working Conditions, and General Employment Guidelines

• General office environment
• Prolonged use of a computer throughout the workday
• Sitting, standing, talking on the phone, and using a headset for the majority of the workday
• Moderate levels of stress may be experienced in the performance of the job
• Position is performed in a general office environment, home office, or approved remote workspace

Equipment

• Heavy use of the telephone, computer, printer, and moderate use of other routine office equipment

Safety to Self and Others

• Little responsibility for the safety of others
• Job is performed in an office setting where there are no hazardous materials or equipment

Working Conditions/Hazards

• Position is performed in an open office environment, home office, or approved remote workspace

Your Daily Tasks

• Supervise the daily operations of a customer support team
• Provide oversight of training and process adherence for a team of Support Technicians
• Assist with identifying, testing, and implementing new tools essential to support operations
• Work with the Escalation Desk Team to identify and correct defects
• Develop team members to meet or exceed key performance indicators
• Train the team on tools and methodologies to ensure service delivery complies with quality standards
• Coach team members to enhance soft skills, technical skills, and business domain knowledge
• Evaluate team and individual performance at various intervals (weekly and monthly) and coach for growth
• Execute predetermined coaching, mentoring, and performance improvement plans
• Alert Support Managers and Directors of potential needs for corrective or disciplinary action plans
• Monitor active cases to ensure efficient and effective handling
• Serve as the first point of contact for customer inquiries as required
• Defuse confrontational calls and provide positive customer interactions
• Approve time clock entries, PTO requests, and sick leave requests

About the Client

Our client is a leading healthcare technology organization dedicated to delivering software, data, and technology solutions that help pharmacies, healthcare providers, and healthcare organizations operate more efficiently. Through innovative platforms and industry expertise, they support thousands of professionals with solutions designed to improve workflow, enhance operational performance, and drive better healthcare outcomes. Their commitment to innovation continues to make a meaningful impact across the healthcare technology landscape.

Welcome to Emapta India - Your Gateway to Professional Excellence!

At Emapta India, we believe in fostering a community where your career aspirations align seamlessly with the stability of our growing organization. Join us in this journey where your professional dreams not only take root but also thrive in the vibrant landscape of Indian culture. Our diverse portfolio of international clients across various industries and a proven track record of success provide a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips

In India, Emapta opens the door to a unique opportunity. With over 1,200 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more reach your full potential and dreams without the need to leave the country and work abroad.

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