ETP - Manager - Customer Support

We at ETP are looking for smart and dynamic sales professionals striving to achieve excellence. If you are passionate about creating value and are innovative and self-driven, this is the right organization for you. Would you like to partner in ETPs success story? If yes, please submit your resume stating position applied for, photograph, current and expected salaries, educational qualifications, employment history and contact details to careers@etpgroup.com

Here is what we do - http://www.etpgroup.com/Videos.html

Company Description

ETP is Asia's leading Omni-channel Retail and e-commerce Solutions company headquartered in Singapore, serving market leaders in more than 24 countries across Asia Pacific, India and the Middle East. ETP's enterprise class, omni-channel solutions include omni-channel POS, Mobility, CRM, Marketing and Promotion Campaigns, Omni-channel Connect and e-commerce solution for OMS, PIM, inventory and logistics. ETP has successfully executed over 500 enterprise software projects across 35,000+ stores for 300+ brands. ETP's unique value proposition is its ability to create and deliver innovative products and implement them successfully with domain expertise delivered by hundreds of consultants embodying ETP's best practices. ETP helps its customers get it right in omni-channel retail.

Designation: Manager - Customer Support

Job Description:

Customer Support Operational Management:-

a. Lead day to day support operations to ensure that ETP customers are receiving responsive and quality support from ETP CS

b. Planning and executing the global support goals for each year

Support Engineer/ Analysts Management:-

a. Build a team that reflects ETP's values of support excellence, personal growth, and teamwork

b. Inspire employees to work smarter and find purpose in their roles

c. Build career plans for support staff

d. Train or project manage the technical training of each support engineer

e. Train support engineers by growing current and future leaders

Efficiency and Customer Feedback Management:-

a. Report to Mgt of support customer health & KPI's

b. Monitor tickets and diagnose areas for improvement

Skills & Experience:

- Candidate should be exposure of working with international customers for software solution delivery, Implementation or providing Support

- Should have a Techno Functional background to manage Support Analyst and L3 Software Engineer team

- B.E. / B. Tech., M.C.A. preferred

Location: Mumbai