Key Responsibilities:

• Function as a key resource in the management of customer issues post project delivery stage.
• Overall, in-charge in the processing of support tickets (issues/cases) and timely (SLA driven) resolutions through the support team
• Identify or facilitate identification of technical or functional concerns for effective diagnosis
• Create strategies, workaround procedures and best approach/practice to issue resolution
• Eliminate or reduce obstacles in providing best support to local customers
• Develop great interaction and cadence with internal product, technical, sales and project groups to hasten interdepartmental coordination
• Maintains regular written and verbal communication with customers including periodic personal visits to customer offices
• Help deliver (to the support team and customers) messages around product updates, innovations, and roadmap announcement
• Plan with product and technical groups, periodic system updates/upgrades and facilite/assist in its testing and execution
• Ensures SLA is maintained with exceptions identified, anlyzed and communicated to the customer
• Observe the company’s ticket level monitoring and closing policy
• Identify gaps in the support system/process that create considerable delay or backlog in capacity
• See to it that the team’s product/process knowledge are up to date/par and their support capability is sufficient to handle the functional and technical aspects of the work
• Regularly monitor and assess the support team’s capacity vs workload to achieve optimum result
• Provide clear and constructive feedback to Technosoft’s product management teams
• Help to build / grown product’s support knowledge base (KB) and enforce continuous documentation of new KB articles, deployment approach and other helpful tips to customers and users

Skills and experience required:

• Graduate of IT, Computer Science, Engineering and other related courses
• With at least 8 years of experience in customer-facing positions as Support Manager,
• Experience with modern software development methodologies, with emphasis on software and hardware architecture, infrastructure design and development and Windows.
• Knowledge of Microsoft Dynamics CE/CRM is an advantage
• Highly analytical, good in solving problems and has innate creativity
• Technical proficiency and understanding of SaaS deployment and consumption models
• Outgoing and extrovert personality. Has experience in settling customer concerns with ease. Ability to interact and communicate with all job levels including CxO
• Strong organizational skills and can manage a team of in-house and outsourced workers
• Effective communicator and interpersonal skills including presentation skills
• Certification and Training completed will be an advantage (i.e. Six Sigma, Customer Service, Customer Experience)

Job Location: Philippines