Product Support Manager 

 

Experience: 8 – 10 years

Location: Trivandrum

 

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.