Product Support Manager
hace 2 días
Provide a world class product and service experience for Rulesware customers using excellent interpersonal, communication, and problem-solving skills. The Product Support Manager must bring a strong sense of urgency to managing requests from our customers. They are comfortable making independent decisions and exercise sound judgment to resolve issues for our customers and their solutions. This role will be fluent in all Rulesware products, own and publish Key Performance Indicators (KPI), drive operational excellence, and lead a team of product support engineers.**The Role You'll Play**The Product Support team will also serve as the voice of the customer. By monitoring the system methodically, you will be able to understand where customers might be struggling and give that feedback to Product and Engineering as well. It’s not just triage, it’s understanding the Rulesware product platform holistically.**Your Main Duties**:- Hire, manage, coach, mentor, inspire and support a team of support engineers.- Own the end-to-end support experience for Ruleswares support organization.- Contribute to the development of organizational processes and practices within the technical support team.- Engage with client team members (as necessary), always representing Rulesware in a professional manner, resolving issues and leading client to other support resources- Serve as an escalation point for abnormal technical support cases that require non-standard solutions and approaches.- Facilitate and remove obstacles from the technical support team’s path to promote efficiency and expediency.- You will provide feedback to the product team, such as enhancements, supportability improvements, and whatever else you think is worth sharing.- You will mentor and share knowledge with the support team.**What You Bring To The Table**- Hands-on experience with ticketing systems such as Jira, ServiceNow, Zendesk, etc.- Strong organizational skills- Helpful and humble with a strong drive to succeed- Love for technology and people- Ability to talk with clients at all levels and communicate professionally and confidentially
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