Director of Technical Product Support

1 month ago

Bangalore, India Worksconsultancy Full time
Job Title: Director - Technical Product Support

At Worksconsultancy, we are seeking a highly experienced and skilled Director - Technical Product Support to lead our technical support team. The successful candidate will be responsible for overseeing the successful resolution of customer issues and requests in a timely and effective manner.

Key Responsibilities:
  • Lead and mentor a team of customer support professionals to ensure they meet and exceed performance metrics and service level agreements (SLAs).
  • Establish and maintain customer support processes and best practices to ensure a seamless customer experience.
  • Work closely with stakeholder leadership teams to drive customer support specific strategic needs and their alignment with overall business needs.
  • Promote a culture of innovation and continuous improvement within the support process by evaluating new technologies and methods to enhance customer satisfaction.
  • Oversee and manage the successful resolution of customer issues and requests in a timely and effective manner.
  • Serve as the escalation point for complex and critical customer issues by maintaining strong relationships within internal teams.
  • Implement RCA and corrective actions to prevent recurring issues.
  • Conduct regular meetings with customers to monitor system performance and gather feedback.
  • Proactively identify potential issues and areas for improvement.
  • Develop and maintain strong relationships with key customer stakeholders.
  • Implement and monitor key performance indicators (KPIs) to assess team performance.
  • Continuously improve support processes to enhance efficiency and effectiveness.
  • Collaborate with other departments to ensure a seamless customer experience.
  • Effectively and efficiently manage transition of post-production support from implementation teams or other stakeholders.
  • Implement and maintain support tools, development tools, and IP systems.
  • Ensure compliance with industry standards and internal policies.
  • Develop and execute a strategic plan for the support team, aligning with company goals.
  • Stay updated on industry trends and best practices to continually enhance the support function.
  • Provide insights and recommendations to senior management based on customer feedback and support trends.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree preferred.
  • Minimum of 12 years of experience in customer support or a related field, in technology firms, with at least 5 years in a leadership role.
  • Proven experience in supporting software products and technology centric services; experience with Salesforce-based applications and services is a plus.
  • Strong understanding of intellectual property management solutions is preferred.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to manage multiple priorities and work effectively in a fast-paced environment.
  • Strong problem-solving and analytical skills.
  • Customer-focused mindset with a commitment to delivering exceptional service.
  • Experience in product technical support - min 12 yrs.
  • Leadership role - min 5 yrs.
  • Someone who has handled product.
  • Managed a team of technical support/customer support.
  • Handle SLA team, take escalated calls - P0, P1, P2.
  • Handle a team of people providing L1, L2, L3 support.
  • Excellent communication skills.
  • Interacted with US customers.

Notice period: 30 days

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