Product Support Lead
- Access Automation
- 0 - 50 Years
- Bengaluru
- 4 years ago
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Job Description
Job DescriptionHi,
Our client is looking for Product Support Leadfor Bangalore
Exp 5 yrs to 10 yrs
JD ;Provide Level III application support of Admissions Software. This will include handling escalations from any Level I or Level II analysts.
Specialized tracking of issues reported on Admissions CRM product and provide feedback to Development & Product Management teams
Primary feedback resource for other teams like Development, Product management, testing etc. from customers especially w.r.t Product stability,
enhancements, etc.
Work closely with Account Management teams to provide feedback on customer escalations about the Admissions CRM
Lead the effort for building and maintaining a non-exhaustive Knowledgebase of articles about various issues regarding the Admissions CRM product.
Daily caseload balancing and monitoring.
Assign and monitor responsibilities, tasks, and instructions amongst team members.
Prioritize and assign special customer issue resolutions and monitor progress.
Monitor and report progress on cases, projects and/or customer priority resolutions to upper management and/or special customers.
Participate in the creation and implementation of standard operating procedures.
Participate in the organization of ongoing training needs.
Interface and communicate with various departments throughout the organization.
Liaison for the account (customer) in communicating issues with development, quality assurance, professional services, etc and is responsible for driving
resolution and/or status of issues.
Assure team adherence to processes and procedures.
Co-ordinate with other Support Team Supervisors as applicable
Use SQL for creating queries and troubleshooting stored procedures.
Utilize SQL profiler to identify root cause.
Escalate cases when needed to Development teams for a resolution.
Document issues and their resolutions for future issues of the same nature.
A thorough knowledge of business practices in order to understand how the process of Higher Education industry workflow in student life cycle
management.
Responsible for communicating to customers in non-technical and polite terms, how reports or data are being managed.
Should be comfortable with direct communication with all levels of technical and business resources.
Assist with other Support department tools as needed.
Work as a team with resources across different locations.
Data analysis:
o Ability to look at data and identify recurring patterns
o A thorough understanding of data structures
Ability to create and troubleshoot SQL views, stored procedures and functions.
Act as a mentor to the team members and provide technical and operational guidance.
Skills
Knowledge in CRM product
Knowledge of Microsoft SQL Server
Experience in managing Knowledgebase
Excellent Communication, Follow Up and Customer Service Skills
Strong Troubleshooting Skills
Detail Oriented and good Organizational Skills
Ability to work under pressure
Capable of coordinating between multiple teams simultaneously when needed.
Good listening and presentation skills
Analytical and problem-solving capabilities
Excellent verbal and written communication skills.
Understanding of Higher Education systems, processes, and regulations.
Knowledge of Relational database management including queries, reporting, and administration.
Proficiency in all Microsoft Office applications.
Knowledge of hardware and network configurations.
Qualifications
Employement Category:
Employement Type: Full timeIndustry: Recruitment
Functional Area: Advertising, DM, PR, MR & Event Management
Role Category: Technical Support Engineer
Role/Responsibilies: Product Support Lead
Contact Details:
Company: Access AutomationLocation(s): Bengaluru
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Keyskills: Product Support Lead
Fraud Alert to job seekers!
₹ 00000 - 800000 IN
Access Automation
Access Automation Private Limited India based company started its operations in 1995 is involved in the business of providing high quality solutions for Process control, Factory Automation and manufacturing industries. Our highly qualified and experienced team of professionals has a mission of b...
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