Support Manager

Excellon Software Pvt. Ltd.; Nagpur District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Excellon Software Pvt. Ltd. is seeking a seasoned Customer Support Manager to lead and mentor a team of Application Support Executives delivering L2 support for enterprise SaaS products.

You will set goals, manage workload, and drive timely issue resolution. The ideal candidate has strong leadership, deep product understanding, experience in IT application/product support, and proven stakeholder management across internal teams and customers.

Qualifications

• Leadership and people management experience in customer support.
• Deep understanding of supported applications, architecture and integrations.
• Experience with IT application/product support, preferably enterprise SaaS.

Responsibilities

• Lead and supervise the team of Application Support Executives for providing L2 Application Support.
• Set team goals, manage workloads, mentoring, coaching and training, performance evaluations.
• Troubleshoot complex issues and guide team on resolutions.
• Drive timely identification, investigation, resolution and root cause analysis of issues.
• Create reports on performance, tickets, escalations and resolutions.
• Evaluate tickets and prepare action plans for improvements.
• Implement strategic plans to improve customer support and meet satisfaction goals.
• Coordinate with internal departments to resolve problems.
• Stakeholder management.

Skills

Leadership

Manager

Customer Support

IT Application Support

Stakeholder Management

Communication

Job description

Role & responsibilities

• Lead and supervise the team of Application Support Executives for providing L2 Application Support.
• Setting team goals, managing workloads, providing mentoring, coaching and training, conducting performance evaluations, and fostering a positive and collaborative work environment.
• Should be able to troubleshoot complex issues and provide guidance to their team on resolving challenges.
• Drive timely identification, investigation, resolution, root cause analysis and replication of issues.
• Create reports on various parameters such as performance, various metrics, tickets, escalations and resolutions etc.
• Evaluate customer support tickets and prepare action plan for improvements.
• Implement strategic plans to improve customer support and Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Troubleshoot problems and coordinate with various internal departments to resolve problem.
• Stakeholder Management

Preferred candidate profile

• Candidate with strong leadership skills and should have experience as a Manager in Customer Support area.
• Candidate needs a deep understanding of the applications they support, including their architecture, functionalities, and integration with other systems. They should be able to troubleshoot complex issues and provide guidance to their team on resolving challenges.
• Should have experience of IT application support / IT product support preferably Enterprise SaaS products.
• Ability to drive leads and experience of managing an Application Support process which provides Support with multiple channels like Calls, Chat, and Emails.
• Ability to work across different internal organizations like L1, L2 Support and Delivery.
• Stakeholder management ability to manage internal as well as external stakeholders. Effective communication with end users as well as customers management.
• Must have excellent verbal and written communication skills as well as presentation skills.