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Manager, DXP Support
Acquia
posted 15d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Team Leadership : Manage, mentor, and develop a team of technical support engineers to ensure high performance and professional growth
- Customer Support : Oversee the resolution of customer issues, ensuring timely and accurate responses to support tickets, emails, and phone calls
- Performance Monitorin g: Track team performance metrics, analyze data, and implement improvements to enhance efficiency and customer satisfaction
- Process Improvement : Develop and refine support processes, policies, and procedures to ensure consistency and quality in customer interactions
- Training and Development: Organize training sessions for the support team to keep them updated on product knowledge and best practices
- Escalation Management : Handle escalated customer issues, working closely with other departments to resolve complex problems
- Reporting : Prepare regular reports on support team performance, customer feedback, and key metrics for senior management
- Collaboration : Work closely with peers, Product Engineering, Cloud Operations and a multitude of teams to provide customer insights and feedback
- Education : Bachelor s degree in Computer Science, Information Technology or Systems, or a related field
- Experience : Minimum of 8-11 years in technical support, with at least 2 years in a managerial or supervisory role
- Technical Skills : Strong understanding of SaaS products, Cloud Technologies, and technical troubleshooting
- Leadership : Proven ability to lead, motivate, and develop a high-performing team
- Communication Skills : Excellent ability to convey information clearly, in both written and verbal forms, to a variety of audiences ie. technical and non-technical customers
- Problem Solving : Strong analytical and problem-solving skills, with a customer-centric approach
- Interpersonal Skills : Ability and desire to form strong relationships with customers, teammates, and coworkers across departments and functions
- Tools : Proficiency with support ticketing systems, CRM software, and other relevant tools
- Proactive : Have an idea or notice an inefficiencyAcquia Support empowers individuals to directly improve the experience of your team and/or the customer with regular feedback.
- Flexible : Be able to work in 24x7 operating model (either of the available shift hours)
Employment Type: Full Time, Permanent
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People are getting interviews at Acquia through
People are getting interviews through
(based on 7 Acquia interviews)
Job Portal
Campus Placement
Company Website
43%
14%
14%
29% candidates got the interview through other sources.
Moderate
Confidence
?
Moderate Confidence means the data is based on a sufficient number of responses received from the candidates
What people at Acquia are saying
Manager salary at Acquia
reported by
4
employees
with 8-18
years exp.
₹27
L/yr - ₹65
L/yr
164%
more
than the average Manager Salary in India
View more details
What Acquia employees are saying about work life
based on 54 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Acquia Benefits
View more benefits
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