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Senior Manager Customer Support

2 months ago

Madurai, India Aptean India Full time

1. JOB IDENTIFICATION

Functions : Customer Support


JOB TITLE: Senior Manager CS



2. GENERAL JOB SUMMARY (1 paragraph overview describing the primary function and focus of this position)

Support engineer with 14+ working experience in ERP with Java Troubleshooting and MSSQL Experience is a Must




3. SCOPE (Describe the nature and magnitude of the impact of this position’s decisions and/or actions on the division or function. Cite impact in terms of sales volume, capital expense, project scope, throughput, etc. where possible. Add categories and verbiage to fully articulate job scope and impact as needed.)

  • Will be working in Night 7PM shifts (IST) in a support role.
  • Handles customer issues from North America region.
  • Should have prior experience in ERP.
  • Should have knowledge of MSSQL and JAVA
  • Having Knowledge on Microsoft Azure is a Plus



4. ORGANIZATION (Indicate the job positions reporting to this role)

Full line: None

Dotted line: None


5. PRINCIPAL DUTIES AND RESPONSIBILITIES (List the key duties and responsibilities and essential functions of the role)

  • 12+ years’ experience in Support
  • Customer Support Leadership role with 4-5yrs in Manger position.
  • Hands-on Support handling for Enterprise Software, must have customer interaction experience with US and/or Europe region.
  • Well versed in Customer Support processes, tools like SalesForce and KPIs
  • Willing to relocate to Madurai with strong connection if not local.
  • Willing to work night shifts and manage teams


Maintain call records/logs and resolution details.


Analyse customer problems, perform diagnostic procedures to identify, isolate, and resolve root causes of problems.


  • Respond to customer support tickets, requests, inquiries, and complaints in a professional and timely manner.


Walk customers through the recommended problem-solving steps.


  • Writes procedure and troubleshooting manuals for software and users.


  • Updates and maintains technical documentation.


Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues.


Use ticketing software to record change requests ensuring appropriate levels of details are included with each ticket, including clear description of issue and steps needed to resolve the issue.


Collaborates with all the departments / stakeholders to drive resolution.


  • Other duties as assigned by Supervisor.



6. JOB SPECIFICATIONS

Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor’s in Computer Science)

RequiredPreferred Degree/Certification

☒ ☐ Bachelor’s degree

☐ ☒ Master’s degree

☐ ☒ Ph.D.

☐ ☐ J.D. (law)

☐ ☐ Certification:

☐ ☐ Registration:

☐ ☐ Licensure:

☒ ☐ Other: MCA


Work Experience :


Minimum 14 years of experience with Customer Support Background


DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.