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.
Responsibilities:
• 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.
Required Skills:
• 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.
Personality Attributes:
- Self-starter and confident.
- Team player with positive attitude and open mindedness for learning.
- Excellent Communication and Interpersonal skills.
What we offer?
- Interesting and challenging work in a mid-size and fast-growing company.
- Exciting projects involving cutting edge technologies (Artificial Intelligence, IoT, Voice Technology, Virtual Reality).
- Professional development opportunities.
- Modern and comfortable office facilities.
- Excellent benefits and compensation package.
- The company is all about new technologies. Don’t restrict yourself to the ongoing developments other than that you can come up with your new ideas and will be appreciated.
Imagine yourself working as a Senior Support Manager here at DigiValet. The company promotes a friendly working environment breaking the cliche office hierarchy system.