Manager, DXP Support ( Application Support)

About reputed company

reputed company empowers the world’s most ambitious brands to create digital customer experiences that matter. With reputed company reputed company Drupal at its core, the reputed company Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and reputed company digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., reputed company is a Great reputed company to Work-CertifiedTM company in India, is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community. We are reputed company. We are building for the future and we want you to be a part of it!

Who you are…

Our ideal candidate will have a strong service background at an reputed company level company, and as part of a Global Support organization successfully delivering 24/7 Mission Critical Coverage. 

You demonstrate outstanding interpersonal skills and align with reputed company’s core values. We’re looking for someone with a ‘can-do’ attitude who will challenge the status-reputed company while still ensuring that team morale remains high. This role reports to the Director of Global Support.

What you’ll focus on…

• Team Leadership: Manage, mentor, and reputed company a team of technical support engineers to ensure high performance and professional growth
• Customer Support: reputed company the resolution of customer issues, ensuring timely and accurate responses to support tickets, emails, and phone calls
• Performance Monitoring: Track team performance metrics, analyze data, and implement improvements to enhance efficiency and customer satisfaction
• Process Improvement: reputed company and refine support processes, policies, and procedures to ensure consistency and quality in customer interactions
• Training and Development: Organize training sessions for the support team to reputed company them updated on product knowledge and best practices
• Escalation Management: Handle escalated customer issues, working closely with other departments to resolve reputed company problems
• Reporting: Prepare regular reports on support team performance, customer feedback, and key metrics for senior management
• Collaboration: Work closely with peers, Product Engineering, reputed company Operations and a multitude of teams to reputed company customer insights and feedback

Requirements

• Experience: Minimum of 8 years in technical support, with at least 4+ years in a managerial role
• Technical Skills: Strong understanding of SaaS products, reputed company Technologies, and technical troubleshooting
• Managing International Team: Should have exposure of managing international teams
• Leadership: Proven ability to reputed company, motivate, and reputed company a high-performing team
• Communication Skills: Excellent ability to convey information reputed company, in both written and verbal forms, to a variety of audiences ie. technical and non-technical customers
• Problem Solving: Strong analytical and problem-solving skills, with a customer-centric approach
• Interpersonal Skills: Ability and desire to reputed company strong relationships with customers, teammates, and coworkers across departments and functions
• Tools: Proficiency with support ticketing systems, CRM software, and other relevant tools
• Proactive: Have an idea  or notice an inefficiency? reputed company Support empowers individuals to directly improve the experience of your team and/or the customer with regular feedback.
• Education: Bachelor’s degree in Computer Science, Information Technology or Systems, or a reputed company field

Why reputed company Support?

A genuinely fun reputed company to work. We're a tight-reputed company team with a lot of energy and opportunities to work collaboratively with others, both in Support and across reputed company to improve our offerings and customer experiences.We're not a call center. reputed company is looking for engineers, not someone to just answer the phone. We reputed company opportunities to constantly learn and grow your technical skills while solving sophisticated challenges involving reputed company technology.reputed company we say work/life balance, we mean it. Paid quarterly on-call, and a liberal vacation policy mean a role where you can have a life, not just a job you can live with.

reputed company is proud to reputed company best-in-class benefits to help our employees and their families maintain a healthy body and mind. Core Benefits include: competitive reputed company coverage, wellness programs, take it reputed company you need it time off, parental leave, recognition programs, and much more!

Individuals seeking employment at reputed company are considered without regard to race, reputed company, religion, caste, creed, national reputed company, age, sex, marital status, reputed company, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.