Senior Client Support Manager L2

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Experience :
8+ years of experience
Location :
Essential Skills/Qualifications:
  • Excellent client communication skills
  • ERP Product Support
  • Point contact for all functional / technical support through call / chat / email.
  • Ability to provide level 2 support through all support avenues.
  • Lead the local support team
  • Experience in production support
  • Off-site support (Telephone / email / Web)
  • Meeting SLAs as per company standards.
  • Problem diagnosis and troubleshooting
  • Issues Management, coordination with key stake holders inside the company and make sure solutions are provided.
  • Handling Product Upgrades (Major as well as minor)
  • Collect customer feedback and derive action items and execute them to customer satisfaction
  • Exposure to Web applications in MS platform - SQL 2008 / 2012, IIS.
  • Prior ERP knowledge is added advantage.
  • Ability to grasp, interrelationships between management requirements and ERP solutions.
  • Experience on ERP Tally 9 would be added advantage.
  • Good working knowledge of networks, servers/hardware
  • Good Team player

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