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NewAge Software & Solutions
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Product Support Manager
NewAge Software & Solutions
posted 8mon ago
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Flexible timing
Key skills for the job
Job Description
- Minimum 8+ years of experience in SaaS Product Support Management
- Experience in a L1 product support role, proven analytical skills, and strong communication skills are a must.
- Be the single point of escalation for any production incident from External or Internal stakeholders.
- Manage support operations and ensuring all the incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency.
- Ensure SLA agreed with the customers are met.
- Handle the escalations, effectively communicate with a global audience, and participate in calls resolving outages.
- Directly manage a team of 15+ support engineers.
- On technical management experience of support/operations teams and skills troubleshoot, debug, evaluate, and resolve software.
- Daily operation and management of the Technical and Product Support team through the effective use of resources, including scheduling, staff development, and management of client escalations.
- Maintain a deep understanding of the product application including the various features and configuration options to be able to provide the required guidance to support engineers.
- Improve tools and processes to enable us to deliver support at scale as the company grows at a tremendous rate: a ticketing system, knowledge management, self-help, user forums, customer feedback management, etc.
- Drive regular meetings with the team. Manage team performance to goals, continuously evaluating and making adjustments as necessary.
- Effectively manage day-to-day team operations.
Employment Type: Full Time, Permanent
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