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Product Support Manager

5.00 to 9.00 Years   Ahmedabad,Other Gujarat   19 Oct, 2024
Milestone Inc
Job LocationAhmedabad,Other Gujarat
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    Location: Ahmedabad or BengaluruRole Customer Advocate: Represent the voice of the customer by understanding their needs, pain points, and feedback to improve the product. Support Liaison: Act as a bridge between the support team and the product development team, ensuring that support feedback and issues are communicated and prioritized appropriately. Product Knowledge Expert: Maintain in-depth knowledge of the product, including its features, functionality, and future roadmap, to guide the support team in resolving customer issues. Data-Driven Analyst: Utilize support metrics, customer feedback, and product usage data to identify trends, areas for improvement, and opportunities for new features or enhancements. Process Optimizer: Develop and optimize support processes, tools, and documentation to enhance the efficiency of the support team and improve the customer experience. Collaboration Facilitator: Work closely with cross-functional teams, including engineering, marketing, and customer success, to align support strategies with overall product goals. Quality Assurance Lead: Oversee the quality of product releases by coordinating with QA teams and ensuring that support-reported bugs are adequately addressed.Responsibilities Monitor Customer Feedback: Regularly review support tickets, customer surveys, and other feedback channels to identify common issues, feature requests, and improvement opportunities. Prioritize Support-Related Issues: Evaluate and prioritize bugs, feature requests, and improvements that come through support channels, balancing customer impact with development capacity. Create Support Content: Develop and maintain support documentation, FAQs, knowledge bases, and training materials to empower support teams and customers. Coordinate with Engineering Teams: Work with engineering to ensure that support-related issues are understood, estimated, and included in the product backlog. Lead Training Sessions: Conduct regular training sessions for support teams to ensure they are knowledgeable about new product features, updates, and best practices for handling customer inquiries. Drive Product Improvements: Use insights from customer support data to drive product enhancements, feature development, and bug fixes. Monitor Key Support Metrics: Track key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores to identify areas for improvement. Develop Escalation Processes: Create and maintain escalation processes to ensure that critical issues are resolved quickly and efficiently. Communicate Product Changes: Serve as the primary point of contact for communicating product changes, new features, and updates to the support team. Champion Customer Experience: Advocate for the customer experience in all product decisions, ensuring product development aligns to provide exceptional customer support.Other Responsibilities Include - The primary role for managing support tickets. Troubleshoots issues, provide technical resolutions, and escalates complex tickets to higher-tier support or development teams. Ensuring timely responses and updates on ticket progress. As a support manager, he should manage workload distribution and ensure service-level agreements (SLAs) are met Reviews and escalates critical or recurring issues that require attention from higher levels of the organization. step in to expedite ticket resolution for high-priority customers or complex issues.,

Keyskills :
TroubleshootingCustomer AdvocateSupport LiaisonProduct Knowledge ExpertDataDriven AnalystProcess OptimizerCollaboration FacilitatorQuality Assurance LeadTechnical Resolutions

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