Job Description

Urgent requirement for Product Support Manager in Info Park .

Skills Required:

Strong logical thinking, Analytical and Problem solving skills.
Customer Engagement & Communications Skills
Good Documentation skills
Incident Management, SLA Management and Reporting Skills
Team management, Leadership Skills
Willingness to learn, innovate and take initiative
Quick learner of new business functions
Preference to candidates with Experience in Retail domain


Responsibilities

Analyze and resolve customer concerns and problems, diagnose the root cause, and document interactions.
Provide on-call and ongoing troubleshooting, technical, and product advice and suggestions.
Support remote and local upgrades, installations, and maintenance.
Conduct trainings and create documentation for other support engineers, users, and other audiences.
Taking ownership of customer issues reported and solving the problem within the SLA time frame set.
Troubleshooting and identifying solutions to resolve application issues
Follow standard procedures for Incident Management, SLA Management, Reporting and proper escalation of unresolved issues to the appropriate internal teams.
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Coordinate with business units to support new product developments and existing product enhancements.
Work with development team in performance analysis of new products and enhancements.
Analyze industry trends and market demands to recommend product enhancements.
Work closely with technical teams to enhance the quality of existing products.
Create and maintain product support database to ensure customer satisfaction.
Maintain documentations for all support activities including product development, enhancement, engineering and marketing activities.
Provide product trainings to customers.
Guide support team in addressing customer problems within established response time.
Analyze customer suggestions and recommend product revisions.
Develop knowledge bases and FAQs for product support activities.
Document support activities, customer issues and resolutions for reference purposes.

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Skills

Managing skills , Communication skills , Documentum , Problem Solving ,

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Qualifications

• Graduates
• Post Graduates