Acquia · 4 hours ago

Manager, DXP Support- (Application Support) (Pune or Delhi/NCR Remote Role)

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

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Responsibilities

Manage, mentor, and develop a team of technical support engineers to ensure high performance and professional growth

Oversee the resolution of customer issues, ensuring timely and accurate responses to support tickets, emails, and phone calls

Track team performance metrics, analyze data, and implement improvements to enhance efficiency and customer satisfaction

Develop and refine support processes, policies, and procedures to ensure consistency and quality in customer interactions

Organize training sessions for the support team to keep them updated on product knowledge and best practices

Handle escalated customer issues, working closely with other departments to resolve complex problems

Prepare regular reports on support team performance, customer feedback, and key metrics for senior management

Work closely with peers, Product Engineering, Cloud Operations and a multitude of teams to provide customer insights and feedback

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportSaaS ProductsCloud TechnologiesSupport Ticketing SystemsCRM Software

Required

Bachelor’s degree in Computer Science, Information Technology or Systems, or a related field

Minimum of 8-11 years in technical support, with at least 2 years in a managerial or supervisory role

Strong understanding of SaaS products, Cloud Technologies, and technical troubleshooting

Proven ability to lead, motivate, and develop a high-performing team

Excellent ability to convey information clearly, in both written and verbal forms, to a variety of audiences ie. technical and non-technical customers

Strong analytical and problem-solving skills, with a customer-centric approach

Ability and desire to form strong relationships with customers, teammates, and coworkers across departments and functions

Proficiency with support ticketing systems, CRM software, and other relevant tools

Have an idea or notice an inefficiency? Acquia Support empowers individuals to directly improve the experience of your team and/or the customer with regular feedback.

Be able to work in 24x7 operating model (either of the available shift hours)