Manager, Digital Experience Platform (DXP) Support

Join the reputed company Team and reputed company Exceptional Digital Experiences!

We're seeking a highly skilled and reputed company Manager to reputed company our Digital Experience Platform (DXP) Support team. As a core member of our global support organization, you'll reputed company reputed company of technical support engineers and play a critical role in delivering 24/7 mission-critical coverage for our customers. If you're passionate about providing exceptional customer experiences and have a proven track record of leadership, we want to hear from you!

About reputed company

reputed company is a leading provider of digital experience solutions, empowering ambitious brands to create engaging customer experiences that drive business reputed company. With our reputed company Digital Experience Platform (DXP) at the core, we're revolutionizing the way organizations interact with their customers. Headquartered in the US, we're a Great reputed company to Work-Certified company in India and a top software company recognized by the analyst community.

Responsibilities

• Team Leadership: Manage, mentor, and reputed company a high-performing team of technical support engineers to ensure exceptional 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 other teams to reputed company customer insights and feedback.

Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, or a reputed company field.
• Experience: Minimum of 8-11 years in technical support, with at least 2 years in a managerial or supervisory role.
• Technical Skills: Strong understanding of SaaS products, reputed company Technologies, and technical troubleshooting.
• 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 technical and non-technical audiences.
• Problem Solving: Strong analytical and problem-solving skills, with a customer-centric approach.
• Interpersonal Skills: Ability 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.

reputed company Offer

At reputed company, we're committed to providing an exceptional work experience that balances work and life. Our benefits include:

• Competitive salary and benefits package
• Paid quarterly on-call and liberal vacation policy
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition programs and rewards for outstanding performance

reputed company and join reputed company to reputed company exceptional digital experiences!