Industry - IT
Category - IT & Systems
Skills - Technical support, Production support, L2/L3
Job Type - Permanent
Job Duration :
Job Description:
- Drive functional & technical support to improve customer satisfaction and retention and Monitor support issues and ensure quality and SLA compliance
- Evolve processes & develop programs to drive customer experience and satisfaction
Client Details :
Our Client is the leading enterprise CRM solution provider for Financial services
Description :
- Drive functional & technical support to improve customer satisfaction and retention.
- Monitor support issues and ensure quality and SLA compliance
- Evolve processes & develop programs to drive customer experience and satisfaction
- Conduct periodical reviews with customers, exchange feedback and improve engagement
- Collaborate internally with product & delivery teams to streamline processes and improve customer outcomes
- Align with product releases and associated training to ensure support team is ready with the required knowledge
- Build upon support career framework to enhance the team's focus on people development
Profile :
The key requirements of a successful candidate are:
- Engineering degree from a premium institute
- 18-20 years of progressive experience in supporting enterprise software products
- Experience in a leadership position handling 24/7 global teams
- Should be fluent & excellent in written and oral English communication
- Experience & Achievements in people management skills is a must
- Proven experience of leading and growing a high-quality product support team.
- Experience of managing complex implementations both on premise and on cloud
- Experience of supporting both domestic and international customers
- Sound knowledge of systems integration, platform support, platform integration
- Excellent problem solving & troubleshooting skills is required
- Should possess understanding & leadership in support processes, KPIs & SLA management
- Ability to handle escalations and drive customer communications on a daily basis
Job Offer
- Senior leadership role with high accountability
- Market leading compensation
To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Priyanka Menon on +91 124 452 5493.
Contact - Priyanka Menon - +91 124 452 5493
The Apply Button will redirect you to website. Please apply there as well.
'%3e%3cpath d='M15.3069 13.1535H1' stroke='%23333333' stroke-width='1.4' stroke-linecap='round' stroke-linejoin='round'/%3e%3cpath d='M15.3069 8.15347H1' stroke='%23333333' stroke-width='1.4' stroke-linecap='round' stroke-linejoin='round'/%3e%3cpath d='M15.3069 3.30693H1' stroke='%23333333' stroke-width='1.4' stroke-linecap='round' stroke-linejoin='round'/%3e%3c/g%3e%3cdefs%3e%3cclipPath id='clip0_126_10407'%3e%3crect width='16' height='16' fill='white'/%3e%3c/clipPath%3e%3c/defs%3e%3c/svg%3e){kind=small}
Mumbai
'%3e %3cpath d='M24 48C37.2548 48 48 37.2548 48 24C48 10.7452 37.2548 0 24 0C10.7452 0 0 10.7452 0 24C0 37.2548 10.7452 48 24 48Z' fill='%23333333' fill-opacity='0.8'/%3e %3cpath fill-rule='evenodd' clip-rule='evenodd' d='M22.5299 19.0115V19.5849V29.0154V31.5316C22.5299 32.3403 23.1967 33 24.004 33C24.8114 33 25.4784 32.3358 25.4784 31.5316V29.0154V19.5849V19.013L29.4885 23.0077C30.0627 23.5795 31.0044 23.5743 31.5733 23.0077C32.1421 22.441 32.1423 21.4975 31.5735 20.9308L30.1054 19.4684C30.0891 19.4504 30.0724 19.4329 30.0551 19.4156L25.0837 14.4634L25.0479 14.4264C24.9234 14.3024 24.7807 14.2055 24.6281 14.1358L24.5952 14.1212C24.5751 14.1126 24.549 14.1022 24.5286 14.0946C24.0039 13.8983 23.3839 14.0068 22.9622 14.4268L22.9533 14.436L21.4743 15.9093C21.4615 15.9211 21.449 15.933 21.4367 15.9452L16.4286 20.934C15.8598 21.5008 15.8545 22.4389 16.4286 23.0108C17.0027 23.5826 17.9394 23.5827 18.5135 23.0109L20.0019 21.5283C20.0147 21.5164 20.0274 21.5043 20.0399 21.492L22.5299 19.0115ZM24.5952 14.1212C24.5751 14.1126 24.549 14.1022 24.5286 14.0946L24.5952 14.1212Z' fill='white'/%3e %3c/g%3e %3cdefs%3e %3cclipPath id='clip0_99_1825'%3e %3crect width='48' height='48' fill='white'/%3e %3c/clipPath%3e %3c/defs%3e%3c/svg%3e "Scroll Up"){kind=small}