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0124-4386838

Product Support Manager

Experience: 10+ Yrs

Qualification: BE / BTech/ MCA

Work Location: Delhi/NCR

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

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