iScala Technical Support Lead

23 hours ago

Pune, Maharashtra, India Johnson Controls Full time
Job Description

Key Responsibilities

- Lead and mentor a team of technical support specialists.
- Serve as the primary point of contact for escalatediScalasupport issues.
- Analyze and troubleshoot customer issues related toiScalaERP.
- Collaborate with cross-functional teams to improve product functionality and user experience.
- Develop and implement support processes and best practices.
- Provide training and knowledge transfer to team members and customers.
- Ensure customer satisfaction through effective communication and problem resolution.
- Stay up to date withiScalaupdates and enhancements.

Qualifications

- Bachelors degree in computer science, Information Technology, or related field.
- 10-12 years of experience in technical support, with at least 5 years in a lead or supervisory role.
- Strong knowledge ofiScalaERP system and related technologies.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills.
- Ability to work effectively in a fast-paced environment.
- Experience in managing customer relationships and expectations.

Preferred Skills

- Experience with ITIL framework.
- Knowledge of scripting or programming languages.
- Familiarity with database management and SQL.

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