MAJOR RESPONSBILITIES –

• Manage the day-to-day operations of the product support.
• Serve as the escalation point for critical customer support issues.
• Prepare routing metrics, analytics and staffing plan.
• Provide leadership to the support team.
• Team management, schedule, resource allocation and budget
• Actively manage customer expectation – regular meetings with customers to discuss performance, payment, support contract renewal.
• Proactive analyze and diagnose customer requirements and offer solutions where appropriate
• Providing call and resolution metrics on a weekly basis

SKILLS –

• Detail-oriented, with excellent organizational skills and able to manage multiple issues simultaneously.
• Results-oriented, product-focused, and an excellent ability to work with cross functional teams.
• Team player who values the project, company and co-workers. High energy and a passion towards improving the customer experience.
• Work well with people different disciplines with varying degrees of technical experience. Takes a consultative and collaborative approach when assisting customers to achieve their objectives.
• Excellent diagnostic, problem-solving and debugging skills.
• Actively monitor and maintain high standard of SLA compliance

DESIRED –

• Linux and Unix experience highly desirable.
• Scripting and
• Understanding of Oracle and Pl/SQL , Unix, internet application and desktop productivity software.

PROFESSIONAL EXPERIENCE –

• Minimum ten years of experience in a leadership role in product support or technical support for software or systems application products.
• Strong, expert-level experience and capabilities in implementing and managing applications at the customer
• Good communication skills and people management