Senior Product Support Specialist/ Product Support Manager

Job description

Cloud Assert is looking for an exceptional Product Support Manager to be an expert in our products and services and provide specific and broad solutions for both internal and external customers.  As part of our Enterprise Product Support team, you will work directly with cross functional teams such as Engineering, Product and Marketing to support our global customers, help improve our products and grow and improve our current support team and processes.


  • Lead Product Support team including operations, process improvement, technology, quality reporting, escalation and training
  • Own support troubleshooting for cases via email and phone, working closely with our product, marketing and engineering teams
  • Become an expert in all products of Cloud Assert (Hybr SaaS, VConnect, Cloud Cost Management, ITSM)
  • Work closely with product and engineering teams to identify and resolve bugs that affect our users
  • Uncover customer needs and channel them back to our product team to help inform the product road map
  • Provide tier 1 customer deployment setup
  • Own projects that can improve our operational support processes and internal tools for improving quality and efficiency of the customer support role
  • Present data-driven customer support insights to internal stakeholders to showcase trends and overall performance
  • Gather and quantify user reviews and customer satisfaction data

Requirements

Hands on experience supporting mission critical Enterprise applications

You are an incredible communicator and problem solver.
You have knowledge of current tech trends and software development.
You strive to solve issues on the first interaction with a client.
You quickly identify workarounds to problems.
You follow up early and often.
You get antsy when customer faces downtime.
You have an innate need to understand how things work and the willingness to jump in and figure it out.
You love creating processes that are streamlined and repeatable.
You enjoy writing.
You are fast on your feet with the ability to shift into 2nd gear.
You are process oriented.


Specialization:

At least 3+ years of managing Customers and Product Support Team(s)

At least 6+ years of client/product technical support work history
Experience supporting enterprise products

Hands on experience supporting Microsoft stack of products (Windows Server 2012, 2016, SQL Server, IIS Web Server etc.), Windows server logs troubleshooting

Hands on experience supporting Enterprise .Net Applications and Web Applications. Debugging a web application

Hands on experience on Data center & On-Premise