Manager - Software Support

2 months ago

Chennai, India ConvergePoint Full time
Job Description

ConvergePoint is currently looking for a Manager – Software Support to join the team and help build our market-facing B2B SaaS regulatory compliance software products. You will be responsible for providing Technical Support for our products built on  Microsoft Office 365 SPFx, Microsoft Azure, AI, Machine Learning, and Bot technologies

Job Responsibilities

  • Provide in-depth online support to customers on the use of the ConvergePoint software (training will be provided). Will need to support multiple ConvergePoint products.  
  • Assist customers with the use of software, troubleshooting and finding solutions to unforeseen issues. 
  • Manage and update support tickets in HubSpot. 
  • Follow time tracking on all tickets.  
  • Must be able to conduct tests and find resolutions to issues. 
  • Work closely and communicate with US implementation team. 
  • Provide daily end-of-day status updates to the US Manager 
  • Manage a team of 2-4 people


This position will provide the candidate with a lot of opportunities to learn and grow within software support and implementation.  

Work Timings

06.30 pm to 03.30 am IST.


 

The role will be to work with the US Support and Implementation Team and ensure that all customer tickets are addressed.

 

  1. Customers use our support portal to submit tickets about problems they are having or questions about the product.

 

  1. The support team member will respond to the tickets in a timely manner within the portal. If there are any follow-up questions from the customer, then the support team member will need to respond. 

 

  1. This person should have excellent US American writing skills and grammar skills. ( the candidate needs to be tested for this)

 

  1. This person may also have to get on a phone call with a customer to troubleshoot a problem. The candidate must have excellent spoken English and should be able to communicate ideas effectively with customers in the US, Canada, UK, Australia, and South Africa
  1. The candidate must have excellent customer service skills.

 

  1. The candidate must be tech-savvy and be able to quickly, diagnose issues. The candidate must have excellent troubleshooting skills and should be able to work with the Dev/QA teams as well as the customer business users to resolve issues

 

7.      The candidate must have had experience with a ticketing platform like SalesForce, HubSpot, Zoho, Zendesk etc. 

 

8.      Ideally, must have had experience working with B2B customers in the US 

 

  1. They need to start work at 6:30 PM from Match till November and from 7:30 PM from December to March (Daylight Savings Time). They will work until 3:30 AM from Match till November and from 4:30 AM from December to March (Daylight Savings Time) - We might change the time a little as we figure this out but this is the general expectation. 

 


 



Requirements


Desired Skills

  • A bachelor’s degree is required. A degree in Management Information Systems, Business Administration, Communication, or related field is preferred. 
  • Must have a minimum of 2 years of technical/software support or B2B customer support experience. 
  • Must have excellent problem-solving and technical troubleshooting skills. 
  • Exceptional customer service skills 
  • Excellent phone, verbal, and written communication skills 
  • Possess excellent critical thinking skills. 
  • Must be willing to learn the ConvergePoint software; training will be provided. 
  • Experience with HubSpot, Zendesk or a help desk ticketing system
  • Must work US office hours ( 8 AM to 6 PM US Central Time) 




Requirements
Job Requirements Bachelor's or Master's degree in Computer Science, Business, or a related field. A minimum of 5 years of proven experience as a Product Owner or similar role in product management, within a B2B SaaS environment. Strong understanding of Agile methodologies, preferably with a Scrum Product Owner certification. Exceptional oral and written communication, leadership skills, capable of motivating and leading teams toward success. Analytical and creative thinking skills, with the ability to solve problems efficiently and effectively. Demonstrated ability to manage multiple priorities in a fast-paced environment. Deep understanding of customer-driven design and development and the competitive landscape. Experience with releasing products with AI capabilities. About ConvergePoint ConvergePoint is a leading provider of innovative compliance and contract management solutions in the B2B SaaS sector. We help businesses streamline their operations and enhance governance through cutting-edge software technologies.

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