Tally Customer Support Manager

Prism It Solutions; Pune District; In loco; INR 1.200.000 - 1.800.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Incentives

Career growth

Product training

Descrizione del lavoro

Prism IT Solutions is seeking a manager to lead our Tally service support operations and coordinate TDL (Tally Definition Language) projects from scoping to go-live in Pune. You will oversee desk and field teams, ensure quality, track tickets, and drive customer satisfaction.

The role requires 5–8 years in Tally support or implementation with at least 2 years in team leadership, plus strong TallyPrime skills and proficiency in English, Hindi and Marathi.

Competenze

• 5–8 years in Tally support or implementation.
• At least 2 years leading a team.
• Strong knowledge of TallyPrime and accounting processes.
• Experience with ticketing, CRM or call-monitoring systems.
• Proficient in English, Hindi and Marathi.

Mansioni

• Lead the Tally service support desk and field teams.
• Review tickets, closures and field check-ins daily.
• Manage field support for customer satisfaction.
• Monitor call volumes, durations and quality.
• Handle escalations and root-cause analysis.
• Create sales opportunities from support calls (AMC, customization, Cloud, Odoo).
• Coordinate TDL projects from scoping to go-live.
• Maintain project timelines and implementation calendar.
• Coordinate between customers, developers and implementers.
• Arrange training, testing and report bugs or gaps.
• Follow installation, UAT, bug fixes and go-live.
• Follow up on project payments with Accounts.

Conoscenze

Team leadership

Tally support

CRM knowledge

Reports & data

Customer service

Communication

Formazione

Commerce or IT degree

Strumenti

Ticketing system

CRM software

Call-monitoring tools

Descrizione del lavoro

Role & responsibilities

Prism IT Solutions is a Pune-based Five Star Certified TallyPrime Partner, with 28+ years in business and about 9000+ SME customers. We are looking for a manager to lead our Tally service support operations and coordinate our Tally customisation (TDL) projects.

Tally service support operations

• Lead the desk and field support teams and manage their daily work.
• Review open tickets, ticket closures and field check-ins/check-outs every day.
• Handle the team of Field Support for optimum Customer Satisfaction
• Monitor call volumes, call duration and support quality using our call analytics tool.
• Act promptly on churn-risk customers and calls that need attention.
• Handle customer escalations and resolve the root causes of repeat problems.
• Create sales opportunities found in support calls (AMC, customisation, Cloud, Odoo) to the Sales team.

Project coordination (TDL)

• Coordinate customisation projects from scoping document to go-live.
• Maintain project and TDL timelines and the implementation calendar.
• Coordinate between customers, developers and implementers.
• Arrange implementer training and TDL testing, and report bugs or requirement gaps.
• Follow through on installation, UAT, bug fixing and go-live.
• Follow up on project payments with the Accounts team.

Preferred candidate profile

• 5 to 8 years of experience in Tally support or implementation, including at least 2 years leading a team.
• Strong working knowledge of TallyPrime and a good understanding of accounting and business processes.
• Experience with ticketing, CRM or call-monitoring systems, and comfort working with reports and data.
• Experience coordinating customisation or implementation projects. TDL coding skill is not required.
• Good spoken and written English, Hindi and Marathi.
• Willingness to visit customer sites in and around Pune when needed.
• A graduate degree, preferably in commerce or IT.
• An ownership mindset, with the ability to be fair but firm with the team and calm with customers.

Perks and benefits

• Competitive salary with performance-based incentives.
• Career growth and advancement opportunities.
• Product training and ongoing support.
• Supportive and professional work environment.