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Application Support Manager / Application Support / L1 & L2 Application Support (Java )

Keywords / Skills : L1, L2 Engineer, Application Support, Application support engineer, L2 support, Technical support, .NET, Java, ITIL

8 - 12 years
Posted: 2019-10-14

IT/Computers - Software
Technical Support Engineer
8.00 - 10.00 lacs
Posted On
14th Oct 2019
Job Description
Primary Responsibilities:

• Provide superior technical support and service to the customer base Lead a multi- tiered, 24x7 support function that delivers technical support to customers globally Manage and develop the support team, including hiring, motivation, professional development, and retention

• Identify and facilitate training programs which will improve product knowledge, technical skills and customer handling skills of team members

• Design, develop and implement processes, systems, and technology to operationalize and improve the technical support function Define, track and improve operational metrics for effective technical support operations

• Handle customer and internal escalations and deal personally with difficult support issues

• Work with Milestone's customer success managers and engineering team to identify and prioritize issues and enhancements which need to be taken up by the Product Team

• Feed Product Intelligence and Customer Intelligence to the product team and the customer success teams

Required Skills/ Experience:

• 8+ years of experience in technical support, with a minimum of 3 years in technical support management that included managing people Experience in handling international customers

• ITIL Certification Preferred

• Must have Java and .NET application Support Experience

• Strong background in the development and management of remote support teams, international support groups and 24x7 support operations

• Expertise in developing processes that help deliver high quality technical support to customers in an effective and efficient manner Excellent understanding of metrics to measure and improve the effectiveness of technical support organization

• Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues Familiarity with CRM or incident tracking and management systems Knowledge of front end programming building websites including HTML, CSS, Javascript, testing/ debugging, and browser tools Track record of accomplishment and effectiveness within organizations

• Good communications and interpersonal skills Bachelor s degree in Technology, preferably Computer Science Preferred Knowledge, Skills, Abilities, And Background: Exposure to digital marketing is highly desired

• Experience in a start- up company or support organization of a multi- national technology product company

• Experience building a support team from scratch or leading transformational changes in a support organization Highly energetic, with a passion for helping customers

• Multitasker with willingness to 'roll up sleeves' and do whatever it takes to achieve desired results Strong people leadership skills who can inspire confidence in team Analytical problem solver with critical thinking capability 

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