Support Specialist

2 days ago

Kolkata, India HCLSoftware Full time

Support PlannerJob Description: The Support planner primarily works closely with Offering management and development on planning out the necessary support process, systems, and infrastructure changes required for the introduction of new offerings/solutions to the market place. This would include developing a technical enablement plan for the global support team. Will also plan and lead various support initiatives the global team is working on to improve their operations and customer success objectives.Responsibilities: (detail below) ● Develop support strategy that meets the business objectives of the products. ● Plan to ensure the worldwide support teams are ready at the time of product release ● Participate in discussions with Development project team ● Act as a focal point for global support communications for new releases and / or support processes or tools ● Ensure Support is ready for Support extensions ● Ensure Support is ready to work with integration of products to other HCL products ● Ensure Support is ready to work with non-other Support teams ● Work with Offering management for product enhancement and release management ● Participate in discussions around support operations, metrics, and processes.Skill Set: ● Outstanding organization and project management skills ● Excellent cross team communication ● Excellent written and verbal communication skills and the ability to communicate at the appropriate level (ex. Executive level presentations) ● The ability to learn product functionality and the customer domain ● Ability to drive Support team and product success to make clients successful ● Self-starter, able to own and drive issues with minimal direction Prerequisite: Experience in the following roles: Remote Technical Customer Support Engineer, SME, Team Lead, RTL/CSPO, Quality Planner, Solution Architect, Client Engagement Manager

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