Sr. Customer Support Manager

Automation Anywhere in San Jose, CA

  • Industry: Retail - Customer Service/Sales
  • Type: Full Time
position filled
Job Description

Brief Description

Requirements :
• Preferred Master or Bachelor’s degree in Information Technology, Computer Science or equivalent
• 5+ years experience in directly managing and scaling Enterprise Level 3 technical support teams
• Windows systems, Visual Studio, C#, IIS troubleshooting experience. 
• SQL Database, VB/Java scripting, Excel macros experience preferred.
• Active Directory, Clustering and Virtualization knowledge preferred. 
• Strong problem-solving and multi-tasking. 

Description


Automation Anywhere is looking for a senior customer support manager located at our headquarters in San Jose to become a key member of our team that is transforming our 24x7 global Customer Support capabilities, taking them from their current basic capability level to a state of the art, industry leading strategic support capability level, acting as a key competitive differentiator for Automation Anywhere. This opportunity is ideal for professionals with product support backgrounds who have experience building, staffing and managing efficient, state of the art, industry-leading, 24x7 global enterprise Level 3 support teams covering enterprises and re-sellers in the Americas.

Responsibilities
• Build a world class Americas Level 3 customer support team to provide the highest levels of customer satisfaction by offering high quality support to AA customers.
• Optimally allocate staff across various solutions, components to ensure coverage across all parameters. 
• Train the staff to be self-sufficient, independent and product experts in resolving customer queries and requests.
• Set up workflow / process within the team to ensure all customer tickets are adequately tracked, acted upon and monitored.
• Ensure adherence to pre-determined SLAs agreed with customers in responding to customer tickets.
• Manage communication between various teams within AA to ensure all tickets are closed without any delays and meets customers’ expectations.
• Provide monthly reports to track the progress made including metrics and measures for customer support operations.
• Drive team changes in tools and associated logistics (Examples :call center software, ticketing systems, internal and external knowledge base systems, Infra etc.) to enable provision of the industry’s highest quality enterprise support on an efficient basis.
• Take full responsibility for incident, problem management and customer escalation activities.
• Develop and implement processes, procedures and tools to continuously improve operational efficiency, customer satisfaction, and goal attainment.
• Proactively identify and implement process and tool changes based on past experience and root cause analysis
• External customer management, escalations and interaction related to product support.
 


Qualifications

Requirements :
• Preferred Master or Bachelor’s degree in Information Technology, Computer Science or equivalent
• 5+ years experience in directly managing and scaling Enterprise Level 3 technical support teams
• Windows systems, Visual Studio, C#, IIS troubleshooting experience. 
• SQL Database, VB/Java scripting, Excel macros experience preferred.
• Active Directory, Clustering and Virtualization knowledge preferred. 
• Strong problem-solving and multi-tasking skills
• Excellent communication skills

 



Additional Information

All your information will be kept confidential according to EEO guidelines.


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