Leadership Role - Product Support Specialist

Our Client is a New Generation Technology player in the Supply Chain Solutions space involving Mobile Technologies, Cloud Computing, Big Data and Internet of Things. Started by the best names in the Technology & Supply Chain function, the brand has emerged as among the most preferred Technology and Functional Solution Provider, carving out a niche in its Business Category.

- To strengthen and provide impetus to the existing spread of product offerings and maintain a competitive edge and effectively partner their Customers, we are looking for a Product Support Specialist at a Leadership level to be based at Mumbai. Different Location can be thought for a candidate with the right credentials.

- This would report to the Technology Director.

Broad Responsibilities would include:

- Engage Closely with End-Users and ensure Smooth Product Functioning and seamless integration in the Customer's Ecosystem

- Engage with both Domestic and Global Customers

- Inputs for Product Development and Engineering based on changes in Usage patterns

- Effective Resolution & Documentation of typical Customer Issues and challenges encountered

- Development of a Support Organization and ensure that End-Users are sufficiently trained to handle atleast L1 issues

- Work with internal teams to engage in quick resolution of Customer Complaints

- Customer Relationship Management to influence future Business Prospects for the organization

- Develop Predictive Models across Multiple Customer Categories. Work on Support Metrics like SLAs, Lead Time etc.

- Develop Real-Time Reporting Systems and make the support engagement System Driven

Candidate Profile :

- Technical Graduate (BE / Diploma) with 10 to 12 years- experience in Product Support from a SaaS (Software-as-a-Service) Product background

- Exposure to GPS based Products is essential which support critical applications like Supply Chain / Healthcare / ecommerce / Defence Applications-type of Product Support

- Familiar with SQL / Oracle / Java / JDBC (Java Database Connectivity)

- Excellent Communication and Presentation skills. Proven Analytical abilities

- Ability to influence Customer Decisions on support and Business

Please feel free to reach me, Balasubramaniam (Bala) in Confidence, by calling me on +917899356444 for any further queries.