PRODUCT SUPPORT MANAGER

From 10 to 20 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

Key Responsibilities

The individual in this role will be responsible for the following:

  • Define, implement and manage technical support processes and procedures
  • Manage a team of dedicated technical support engineers
  • Review customer support requests and ensure timely escalation of tickets that need attention from Engineering
  • Produce weekly and monthly summary reports on technical support tickets
  • Troubleshoot customer issues and document RCA, workarounds and resolution
  • Develop a strong understanding of product functionality and drive creation of a product knowledge base, troubleshooting guides and other support materials
  • Play the role of a customer advocate and constantly push for an improved user experience for customers
  • Manage the process of communicating new software updates and releases to customers
  • Maintain a strong collaborative relationship with QA to understand known issues and workarounds related to all products
  • Exercise judgment within defined practices and procedures, provide status on progress and make recommendations on process improvements

Essential Skills and Experience
  • Bachelor’s degree, preferably in Computer Science, Information Science or related discipline
  • 10+ years of experience, with 2+ years in digital publishing, 2+ years in technical support
  • 2+ years leading teams
  • Excellent written and verbal communication skills
  • Experience interacting with customers to understand requirements and support requests
  • Experience in successful delivery of complex solutions to customers
  • Ability to multi-task and manage priorities across multiple customers
  • Good understanding of Software Development Life Cycle (SDLC)
  • Exposure to Agile methodologies and associated tools
  • Troubleshooting and problem solving
Interested candidates forward your CV @ ranjith@codemantra.co.in

Contact : 8610455358
Contact person : Ranjith





Role:Product Design Engineer

Salary: Not Disclosed by Recruiter

Industry:IT Services & Consulting

Functional AreaEngineering - Hardware & Networks

Role CategoryHardware

Employment Type:Full Time, Permanent

Education

UG:B.Tech/B.E. in Computers,B.Ed in Any Specialization

Company Profile

codeMantra Pvt Ltd

codeMantra Pvt Ltd


Codemantra uses technology, automation, process management and deep industry experience to design innovative solutions that improve the competitive position of our publishing partners. Simply put, we give you an edge.
Company Info
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Recruiter Name:Ranjith P R

Contact Company:codeMantra Pvt Ltd

Telephone:8610455358

Website:http://careers.codemantra.com