Product Support

1 week ago

Bengaluru, Karnataka, India C&R Software Full time

Reporting Structure:
The position is

hybrid

primarily based in the C&R Software Office in

Bangalore , India, reporting to the Global Head of Product Support.

Job Summary/Objective:


Product Support is a function with our professional services organisation is the face of our clients who use our software products and services.

Product Support is a key function within our organisation responsible for ensuring the software product and services are working as expected.

Product Support teams works with various cross functional teams within C&R to ensure any issues or problems reported by our clients are resolved in a timely and effective manner.

The role of Support Lead Band D is to ensure that the support team functions effectively and efficiently to meet the needs of customers or clients.


Key Responsibilities:
Key Responsibilities of a Product Support – Support Lead are to:

Troubleshoots Issues:


Takes a key role in troubleshooting activities by analysing the logs, running SQL queries, recreating the problem in internal/lower environments.

Helps lead collaborative troubleshooting sessions with the customers where needed and drives towards a quicker issue resolution.
Willing to work outside of business hours to resolve critical issues and ensures availability for the on-call rota.

Ticket Management:


Co-ordinates Support Team activities to ensure effective and efficient triage of incoming tickets and timely response to the customer issues raised.

Ensures consistent provision of efficient and effective quality communication to customers including rationale for actions being taken and resolutions being implemented.

Takes ownership of tickets from initiation to resolution ensuring high customer satisfaction.

Collaboration:


Acts as a key focal point for Support Services collaboration with Engineering, Professional Services, DevOps and other departments within C&R using established processes to resolve client reported issues effectively and efficiently.

Leads respective collaboration meetings to present the case/issue, gather feedback and escalate as needed.

Process Improvement :


Continuously evaluates product support processes and practices, regularly identifying areas for improvement and suggesting strategies to enhance efficiency and effectiveness.


Team Participation:
Mentors junior team members and participates in recruitment process.
Able to work on shifts as needed by the organisation and acts as a point of escalation as required.

Key Competencies:

Customer Focus :
Dedicated to meeting the expectations and requirements of internal and external customers; gathers first-hand customer feedback and utilises it drive continual improvement of products and services; always customer focussed establishes and maintains effective relationships with customers, gaining their trust and respect

Ethics and Values:
Adheres C&R Software's core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches

Functional/Technical skills:
Has the functional and technical knowledge and skills to do the job to a high standard.

Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.


Peer relationships:
Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers

Time Management:
Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities

Written Communication:


Can write clearly and succinctly utilising a variety of communication methods in multiple communication settings; can get messages across that have the desired effect.

Role-Specific

Dealing With Ambiguity:
Can effectively cope with change; can shift gears comfortably; can make decisions with limited information where necessary; can manage multiple tasks/activities at different stages of completion simultaneously; can comfortably manage risk and uncertainty

Composure:
Cool under pressure; can remain professional and not take feedback personally; can be relied upon to remain calm in stressful circumstances; can remain focussed when dealing with the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis

Problem Solving:
Uses rigorous logic and methods to solve difficult problems and develop effective solutions; probes all fruitful sources for answers; is proactive; can see hidden problems; has excellent analytical skills; searches for root causes

Conflict Management:
Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise

Comfort Around Higher Management :
Can deal comfortably with more senior managers; can present to more senior managers without undue tension and nervousness; understands how senior managers think and work; can determine the best way to get things done with them by talking their language and responding to their needs; can craft approaches likely to be seen as appropriate and positive

Decision Quality :

Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.


Required Skills and Qualifications :
Degree or Higher qualification in Computer Science or related subject.
Excellent written and verbal communication skills.
Excellent problem-solving skills.
A minimum of 8-10 years of experience as application / product support.
Excellent OS skills – both Windows and Linux.
Sound knowledge of batch and shell commands.

Strong knowledge of Cloud technologies, particularly AWS.Experience in troubleshooting Java and browser-based web applicationGood knowledge of REST APIsSound working knowledge with any of DBMS (MS SQL Server, PostgreSQL/AuroraPostgres, Oracle, mySQL).Good understanding of configuration of web/application servers (WebSphere, Apache, Tomcat, , etc.).

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