Infiniti Endeavor Gazette - Get together with Baranitharan

In this Exclusive Series, We're thrilled to introduce you to the Brilliant Minds driving Innovation and Excellence at Infiniti Software Solutions Pvt. Ltd .

Let's shine the spotlight on Mr. Baranitharan B , Manager - Technical Support

Q1: Can you share your career journey with Infiniti?

I began as an Operations Executive, gaining extensive knowledge of the airline and travel industry. My strong communication and technical skills led to my promotion to Technical Support Manager. In this role, I lead a diverse team, foster a collaborative culture, and drive innovative solutions.

Q2: What are the key responsibilities of a Technical Support Manager, and how do you prioritize them?

I oversee the support team, resolve customer issues, improve processes, manage escalations, and collaborate with other departments. Prioritization is based on urgency, impact, and strategic goals.

Q3: What makes you proud to be an Infinitian?

I am proud of our commitment to innovation, our collaborative and inclusive culture, and the meaningful impact we make on our clients' success.

Q4: How do you ensure your team is equipped to handle complex technical issues effectively?

I provide comprehensive training, foster a culture of continuous learning, and ensure access to cutting-edge tools and resources.

Q5: What strategies do you use to maintain high customer satisfaction within your support team?

We focus on a customer-centric culture, effective communication, proactive support, continuous improvement, empowering team members, setting clear metrics, efficient escalation handling, and customer education.

Q6: What metrics do you use to measure the performance and success of your support team??

Key metrics include Customer Satisfaction, First Response Time, Resolution Time, First Contact Resolution, Ticket Volume, Escalation Rate, Average Handle Time, and Quality Assurance.

Vallarchi2.0 - I been in continues thinking on Vallarchi2.0 goal and objective set, on daily basis continuous process review, and collaboration with the team to ensure clarity on our progress and accelerate towards achieving our objectives. My team's active participation and alignment are crucial for our success.

Q7: How has the technical team transformed over the past five years or since you joined?

The team has grown significantly, becoming more diverse and specialized, with experts in customer service, travel domain, critical thinking, and problem troubleshooting.

Q8: What qualities are essential for success in a technical support role?

Strong technical skills, excellent communication, empathy, patience, a proactive, customer-oriented attitude, organizational skills, adaptability, resilience, collaboration, and teamwork.

Q9: Can you share any challenging projects or clients you have worked with, and what you learned from those experiences?

Every project has its challenges. The key lesson learned is the importance of following established processes.

Q10: How do your personal skills contribute to your success in your current role?

My skills help me tackle technical challenges efficiently, provide excellent support, transfer knowledge, and contribute positively to the team and organization.

Q11: Can you provide an example of how you have supported your team members' career growth and development?

I actively mentor my team, enhancing their skills and confidence, which contributes to a dynamic and motivated team environment.

Q12: What advice would you give to youngsters starting their careers in technical support?

Understand the role, develop a customer-centric mindset, build technical proficiency and problem-solving skills, seek mentorship, engage in continuous learning, gain practical experience, and document effectively. Stay motivated and resilient.

Q13: What key qualities or skills contribute to your effectiveness as a manager, beyond technical expertise?

Experience, commitment, confidence, loyalty, and accuracy in every action.

Q14: How do you motivate your team?

Encouragement and inspiration on their last achievement.

Series will be continued with Faces Behind Infiniti…