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Manager, Technical Support
3 months ago
COMPANY OVERVIEW:
Domo is a native cloud-native data experiences innovator that puts data to work for everyone. Underpinned by AI, data science, and a secure data foundation, our platform makes data actionable with user-friendly dashboards and apps. With, Domo, companies get intuitive, agile data experiences that power exponential business impact.
POSITION SUMMARY:
Domo’s Technical Support Team is the heart and primary contact for our customers' inquiries regarding the use and support of Domo. A successful Technical Support Manager will lead a team in delivering a world-class customer experience. They would be focused on building bridges with other teams and departments at Domo to drive customer success. Domo is a critical part of how our customers run their businesses globally. The Technical Support team is staffed 24/7/365, which allows our global customers to contact us at their convenience. Technical Support Managers are responsible for helping their team execute strategy and deliver excellent service and value, resulting in renewals and upsells for our customers.
KEY RESPONSIBILITIES:
Provides team support, reports, and fosters accountability to ensure the successful resolution of customer issues within applicable SLAs Ability to step back, assess, and address opportunities impacting the team or customers before they grow into larger challenges Coach team members to improve their performance, communicate the team vision, and align our objectives with the company’s objectives Identify, collaborate, and lead out on process improvement or implementation Represent our team and customer needs to internal parties, including product, engineering, sales, consulting, department leaders, etc. Communicate directly with customers (often in escalated situations) with an emphasis on de-escalating and addressing their concerns Hire, mentor, coordinate schedules, train, and provide performance plans for all direct reports Interface with sales and customer success to promote satisfaction and renewal for new and existing customers Communicate risks early and clearly to top Domo leadershipJOB REQUIREMENTS:
Required:
Bachelor's degree in Computer Science, Information Technology, Statistics or a related field Proven experience of 5 years+ in technical support, enterprise-level application support, or customer-facing roles, with at least 2 years in a managerial capacity Exceptional communication skills, both verbal and written, with the ability to effectively communicate technical information to both technical and non-technical audiences Deep emotional intelligence capable of leading diverse teams Experience with incident management processes and familiarity with corporate technology and support systems (Office, CRMs, ticketing systems, telephony systems, etc.) You must have knowledge of cloud computing technologies, including Platform as a Service (PaaS), and Software as a Service (SaaS) Ability to quickly analyse, assess, and determine the best path for issue resolution Strong expertise in API troubleshooting, integration, and development Proficient in SQL and have experience with database management systems (DBMS), such as MySQL, Oracle, or SQL Server Excellent problem-solving and analytical skills with the ability to understand complex technical concepts and provide effective solutions Strong leadership and team management skills, with the ability to motivate and guide a team to achieve objectives Detail-oriented with a strong commitment to delivering high-quality customer serviceDesired:
Being Domo certified and familiarity with Domo is a plus Background or certification in Data Analysis, Machine Learning, Artificial Intelligence Knowledge of software development life cycle (SDLC) and agile methodologies is a plus Willingness to take part in manager-level rotation for significant client events; availability to work in rotating shifts (US, EMEA, and APAC) in accordance with business needsLOCATION:
Pune, Maharashtra, India
INDIA BENEFITS AND PERKS:
Medical cash allowance provided Maternity and Paternity Leave policy Baby bucks ₹ 25,000 (INR) to spend on anything for every newborn or child adopted “Haute Mama” ₹ 50,000 (INR) Maternity Wardrobe Benefit 18 days paid time off + 10 holidays + 12 medical leaves Sodexo Meal Pass Wellness Benefit One-time Technology Benefit towards the purchase of a tablet or smartwatch Corporate National Pension Scheme Employee Assistance Programme (EAP)Domo is an equal opportunity employer.
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