Principle support engineer

Summary

As a Team Lead Product Support from Jan 2015 managing APAC Region & 5 Support Engineers

Responsible for OpenEdge support/ Incident Management
Handles Escalations for APAC/EMEA Region
Responsible for Premium & Mission Critical Support Customer
Dealing with very technical users, complex issues and root cause analysis.
Participation in Global Weekly meetings to discuss new Initiatives
Devising Workload sharing plans across Centers considering the Volume Forecasts
Proven Escalation Management
Drive metrics like Customer Experience, Productivity, Compliance etc. by effective utilization of resources
Conducting Quality Audits on Support cases.
Hire, Coach and Mentor Individuals.
Knowledge Centered Service V6 practices Certified
Work with engineering, Professional services, Information Technology and Field sales
Member of Technical Support Workflow council.
Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders
Worked as a Technical Account Manager for AsiaPac customer.
Customer Satisfaction and NPS.
Worked on Financial Domain.

Expectations

I will work for the companys goals and targets and in return, I expect to grow professionally in my career path with the company.

Employment Preferences

Expected Base Salary

*,*00,000 INR

Academic Degree

Experience

Skills

• Product Support Manager
• Customer Support Manager
• KCS
• Escalation
• Incident Manager