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SalaryBest in the MarketLocationHyderābād, IndiaIndustryInformation TechnologyJob Description
About the company:
An excellent career opportunity, with an amazing client of ours, based at Hyderabad, Multi Million Dollar Saas product company who is a market leader in logistics space headquartered in US. They specialize in the field of field service management solutions, mobile resource management, SAAS providing support to make technology better for shippers, drivers, owners-operators and retailers.
Job Description:
Responsible to build a World Class Technical Support Team that has an obsession with Customer successSet direction and provide oversight, coaching, management, and leadership for the team and when needed be able to step in and resolve issues if needed (Be ready to roll -up the sleeves and get into the groundwork if needed) .Engage directly with Customers on the product features and communicate the new features and benefits.Handle escalations, coordinate with Engineering, Sales when needed for resolutions.Staffing availability and forecastingAnalyze the product data, come up with trends and forecasts. Knowledge Management10+ years experience in technology-related roles, SaaS or cloud environments/ERPs with at least 3 years of experience in leading and managing product support services teams.Have experience working with MVC architecture-based products, understanding of the product interfaces with other applications, troubleshooting, and root cause analysis.Must have worked in Product Technical support resolving issues, handling Customer Communication - calls, tickets, escalation meetings. Should have done hiring, coaching, mentoring, firing in the manager role.Must possess excellent communication skills, strong people skills and professionalismMust have a strong customer-focused attitude with the ability to listen, understand and respond quickly to customersWilling to work Pacific time or ESTExperience in handling application support for any CRM/LMS/SCM/Inventory/HRMS etc.
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