Supervisor - Technical Support

Immediate need for a talented Supervisor - Technical Support. This is a Fulltime opportunity with long-term potential and is located in McKinney, TX(Onsite). Please review the job description below and contact me ASAP if you are interested.
 
Job ID: 25-55287

Pay Range: $90000 - $95000/annum.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities: 

• Enabling customer success through a superior customer service experience.
• A seasoned Sr. Product Specialist who can handle critical escalation, be front face of customer interaction and cross functional teams
• Be an effective advocate for the customer and deliver an excellent customer experience.
• Extend help and Mentor Product Specialists in L2 team.
• Provide directions to team technically (Application/Database related issue), perform RCA and data analysis.
• Experience working with Global teams.
• Proficient in escalation management, release management, change management, data analysis and solution design.
• Available to drive & solve P1/P2 issues/situations.
• Monitor and present SLA adherence, Customer KPIs, resource utilizations.
• Should continuously share knowledge to junior team members and perform periodical checks & contribute to process improvements.
• Plan, execute and track product releases and enhancements.
• Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality, and value.
• Collaborate with Customer Success team and drive support excellence initiatives to enhance customer's support experience.
• Prepare business continuity plan from support delivery perspective.
• Ensure team members develop their professional skills through active participation in relevant events, training, mentoring and communities.

Key Requirements and Technology Experience: 

• 10-20% travel required
• Strong hands on Linux flavored operating system (RHEL, CentOS, Ubuntu)
• Well versed in supporting Product/Applications built on
• Preferably java based.
• Should be strong in SQL/PLSQL advanced troubleshooting skill on database like Postgres/Mongo DB, MS SQL Server.
• Experience in Cloud Lifecycle Management, client-server systems, Application Lifecycle Management and Customer Management. Ex: AWS, Azure or GCP
• Good experience in Contact Center Operations, ChatBot Apps
• Domain knowledge in BSFI, Telecom, Retail, health care etc. domains
• Experience in AI conversational analytics/Data Analytics, Data Visualization tools eg. Tableau
• Hands-on experience in working with support groups (including remote team), and 24x7 support operations.
• Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
• Identify cases based on data analysis, customer interactions, customer’s process and operational output or gaps to derive opportunities for Customer Success teams for drive business growth.
• Experience is executing multiple projects and deliver services across geographies in collaboration with multiple stakeholders internal and external.
• Extensive experience in conflict management, operations management, solution design, people management.
• Hands-on experience in designing and executing service improvement and continual service improvement programs.
• Technical expertise in scripting knowledge, virtualization technologies, Cloud platforms, automation, and monitoring tools.
• Essential Certifications & Qualifications:
• Bachelor’s or Master’s in Computer Science, Information Technology or comparable fields.
• Mandatory Skills:
• Strong hands on Linux flavored operating system (RHEL, CentOS, Ubuntu)
• Well versed in supporting Product/Applications built on Preferably java based.
• Should be strong in SQL/PLSQL advanced troubleshooting skill on database like Postgres/Mongo DB, MS SQL Server.
• Experience in Cloud Lifecycle Management, client-server systems, Application Lifecycle Management and Customer Management. Ex: AWS, Azure or GCP
• Good experience in Contact Center Operations, ChatBot Apps
• Domain knowledge in BSFI, Telecom, Retail, health care etc. domains
• Experience in AI conversational analytics/Data Analytics, Data Visualization tools eg. Tableau
• Hands-on experience in working with support groups (including remote team), and 24x7 support operations.
• Excellent Troubleshooting, strong analytical skills, methodical thinking, and ability to define problems and frame solutions.
• Must have good hands on experience on audit and quality monitoring process.
• Experience in driving business requirements workshops, knowledge gathering sections and prepare Requirement Documents, Specification Documents, Data flow, Process flow charts etc.
• Proficiency with PowerPoint, Word and Excel
• Ability to organize, prioritize and manage personal and teams work.
• Excellent communication, presentation (both oral and written) and influencing skills.
• Ability to work as team player in a technology driven environment.

Our client is a leading BPO Industry, and we are currently interviewing to fill this and other similar fulltime positions. If you are interested in this position, please apply online for immediate consideration.

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