Chennai, India

Manager – Product Support

January 23, 2019

Website Apptium

Type: Full Time

Location: Chennai, Tamil Nadu, India

APPTIUM Technologies is recruiting for the position of Manager – Product Support. This position will be responsible for interacting with internal and external customer teams, providing assistance on product matters and improving the overall quality of support both at a team and organization level. With complete ownership of all support issues, the position will manage efforts for supporting, building and maintaining Apptium’s proprietary Eportal platform.

Apptium’s proprietary Eportal platform is a business management platform helping customers worldwide build applications through rapid application development. The Manager – Product support will be key in delivering support of this platform to our global teams with utmost quality and operational efficiency thereby driving a high degree of customer satisfaction.

ROLES AND RESPONSIBILITIES

  • Be part of a highly skilled team of engineers developing our next gen platform that impacts internal/external teams at Apptium.
  • Directly manage all customer interactions and co-ordinate efforts on support issues and cases. Be the escalation point for all issues related to support for assigned accounts.
  • Manage day to day issues relevant to support – Be hands-on with handling incidents, coordinating calls and following problems to a resolution.
  • Participate in triage calls, assess issues technically and engage with teams across the organization as needed for resolution
  • Coach interacting teams on product best practices
  • Contribute to engineering efforts for product improvement
  • Report on key support metrics – Analyse and devise methods to improve overall performance and adherence to support goals and organizational objectives.

SKILLS

  • Customer focus
  • Excellent communication skills
  • Strong analytical and troubleshooting skills
  • Flexibility with working hours
  • Understanding of standard support SLAs and KPIs
  • Understanding of Incident management, problem management and business user support
  • Ability to prioritize well, communicate clearly and convert business issues into technical problems.
  • Experience with managing L1/L2 levels of support preferably in the Telecom space.

SKILLS, EXPERIENCE & COMPETENCIES

  • 10+ years of IT experience with 3 years in a management or leadership capacity
  • Strong leadership skills and ability to inspire, mentor and motivate staff
  • Strong understanding and experience with operational aspects of IT companies
  • Exhibit sound judgement and professional communication skills
  • Self-starter with abilities to build rapport and work with people at all levels, both inside and outside of the company
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