Mgr, Customer Support

What you ll do:

• Leads a team of support specialists to provide appropriate and timely solutions to customers.

• Interacts with the team in person on hybrid days and remotely via phone and Teams on remote days. Be present and available.

• Diagnoses issues, identifies root cause and implements solutions.

• Works with other support leaders to resolve complex issues.

• Oversees company policies and best practices are applied while giving support to the customers.

• Ensures the team is properly trained in company products, tools and constantly learning about updates. Manager is also responsible for learning the supported products.

• Serves as a resource for solutions to complex issues.

• Responsible for accuracy in the departments knowledge base articles and FAQs.

• Manages to and reports on key performance indicators.

• Builds strong relationships with customers to provide overall customer satisfaction and brand loyalty.

What you ll need to succeed:

• Coaching and mentoring skills to lead a high-functioning team in a fast-paced environment. Help developing talent within the team.

• Ability to consult, lead and deliver complex operational projects involving multiple stakeholders.

• Strong knowledge of testing processes and methodologies; strong technical skills.

• Experience working with CRMs and/or issue management tool, SaaS or e-Commerce experience.

• Able to assist with daily workflow and queue management.

• Has experience in managing a product based support team.

What you will likely bring :

• 8+ years applicable experience and demonstrated success/knowledge

• 3+ years managing and developing employees

• 3+ years of specialized/industry experience

• Bachelor s degree (or equivalent experience)

Shift Timings: 5:30pm - 2:30am IST

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Whatever your career journey, we ll help you find the right path. Through our training courses, mentorship, and continuous support, you ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we re the essential partners for the world s most essential businesses the hardworking companies who make, move, and sell the things the world needs.

Recruiter: