Primary Duties & Responsibilities :
- The purpose of the role is to cover the Day-to-day management of the assigned accounts, coordinating work or Support Functions including installation, training, user support, on-going maintenance and support. Supporting the Account Managers to ensure clients are receiving great customer service, are aware of all company's products and offerings and exploring opportunities for retention, growth or enhancements
- Owns the delivery process for all support queries that come into the organization.
- Responds to service and product related questions.
- Handles issues and escalations from our counterparts on the client side.
- Ability to debug production logs in real time and investigate issues including performance issues
- Ability to work in clear and defined parameters with customers; show dedication / willingness to drive customer issues to completion.
- Consults with customers and users on issues/problems and recommends solutions using a wide range of industry standard technologies (mainly PHP/Python/Drupal/Java/API/XML/JSON)
- Experience in troubleshooting with MySQL or PostgresSQL.
- Ability to work in US or UK shifts as applicable
- Outstanding communication skills
Qualification :
- Experience of managing, prioritizing and shaping the expectations of a complex set of internal and external stakeholders competing for time and resources.
- Experience of successfully delivering customer satisfaction, retention and expansion using metrics, analytics and use cases.
- Experience of working with technical teams using leading-edge technologies and working within tight deadlines.
- Experience of interacting with customers, at both project management and executive-level, to identify organizational and stakeholder objectives and translating them into business requirements.
Wednesday, July 15, 2020
Customer Support Lead - PHP/Python/Java (3-6 yrs) (Pearl Consulting)
