Job Description:

Customer Support Operational Management:

• Lead day-to-day support operations to ensure that ETP customers are receiving responsive and quality support from ETP CS.
• Plan and execute the global support goals for each year.

Support Engineer/Analysts Management:

• Build a team that reflects ETP’s values of support excellence, personal growth, and teamwork.
• Inspire employees to work smarter and find purpose in their roles.
• Build career plans for support staff.
• Train or project manage the technical training of each support engineer.
• Train support engineers by growing current and future leaders.

Efficiency and Customer Feedback Management:

• Report to Management on support customer health & KPI’s.
• Monitor tickets and diagnose areas for improvement.
• Collaborate with ETP Projects and R&D teams to advocate for product improvement and support policy.

Skills & Experience:

• Exposure to working with international customers for software solution delivery, implementation, or providing support.
• Techno-Functional background to manage Support Analyst and L3 Software Engineer teams.
• B.E. / B. Tech., M.C.A. preferred.

Location:

Mumbai