We are currently seeking a Senior Software Support Manager to lead the product support team, which collaborates with customers to address technical issues related to product and service usage. As a Senior Software Support Manager, you will serve as the sole point of ownership and accountability for all Customer Support activities. This role encompasses responsibilities involving customer satisfaction and team leadership.
• Monitor service requests & tasks for timely completion and facilitate complaint closure, utilising DigiValet support portal.
• Handle Incident Management (ticketing, trending and reporting) and ensure major incidents are managed professionally; manage crisis situations; compile and centralise Root Cause Analysis reports after any crisis.
• Follow-up on escalated tickets with Software, Hardware and R&D teams, third party vendors & other teams with objective of fast & effective closure.
• Share status update & communicate effectively with customer on major service outages/escalations.
• Create new strategies or process for handling customer interactions and increasing client satisfaction.
• Interaction with client operations team for the issues / change requests raised in the product.
• Working with client success team to prioritise change requests and coordinate with the operations team.
• Good knowledge/experience of ITIL Change Management.
• Proficient in managing Customers (located in diverse countries) and leading customer support team.
• Compiled service metrics for clients to oversee service performance levels, identify areas of advancement and lag, and propose/implement corrections or enhancements to services, products, or processes.
• Carried out customer training sessions and facilitated the training and development of service team members. Created training materials for both customers and service/project engineers.
• Knowledge of Apache, Tomcat, Nginx, Jenkins, Artifactory, MariaDB software monitoring and maintenance.
• Worked on server health monitoring using enterprise tools like Grafana, Prometheus, Nagios.
• Working experience on databases like MySQL, MongoDB to fetch data through SQL query.
What we offer?
Imagine yourself working as a Senior Support Manager here at DigiValet. The company promotes a friendly working environment breaking the cliche office hierarchy system.