Customer Support Manager

3 weeks ago


india Optimal Virtual Employee Full time
Job Description

This is a remote position.

Customer Support Manager for US Shift
Key Responsibilities:
-Provide second-level and third-level remote technical support to internal and external customers
-Assign and troubleshoot to customer support requests received from a ticketing system through to its resolution with a positive client experience
-Maintain accurate records of all support activities, progress, actions and status
-Analyze problems and implement workarounds, ensuring minimum disruption of service to clients
-Communicate and escalate business critical issues across multiple teams
-Contribute to improvements in procedures and documentation of resolution activities for the team
-Provide an effective interface between end-users and development team by probing and identifying necessary diagnostic information to isolate a problem
-Create new trouble tickets and clearly document the defect information for use by Developers and QA Teams
-Participate in the after-hours “on-call” schedule for critical issues
-Review all system alerts to determine relevancy and urgency
Skills:
-Excellent verbal, written and interpersonal communication skills
-Troubleshooting errors generated in Internet Explorer/Chrome developer tools
-Ability to write JavaScript is an advantage
-Operating an IT Service Management system, preferably Jira and ServiceNow
-Writing SQL scripts for data queries and data patches
Knowledge:
-Has basic knowledge in Network Configuration/Debugging, Whitelisting IP, Applying Certificates, SSO, SFTP, LB, IIS Web Server
-Has working knowledge of REST API
Experience:
-Must have at least 5-7 years experience in 24x7 SaaS support"
Requirements
Customer Service Manager Javascript SQL RestAPI

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