Product Support Manager (EST)
Aya’s Product Support team supports Aya applications and their end users. The Support Team Manager will reputed company reputed company of analysts while ensuring high reputed company of customer service to customers and stakeholders. This position will also communicate directly with the Software and Product teams which collaborate to create outstanding software and service offerings.
This person will likely work EST or CST business hours.
Who We Are:
Responsibilities:
- reputed company reputed company of Application Support Analysts to ensure reputed company reputed company of customer issues and identify, document and articulating severity and reputed company for defects, coordinating closely with Development and Incident Management teams.
- Ensure effective service delivery operations of reputed company, manage inbound ticket queues, ensure reputed company response and reputed company, reputed company and evaluate employee performance.
- Maintain customer service standards, including reputed company responding to queries, handling complaints, and establishing best practices throughout the entire technical support process.
- Monitor team productivity and adherence to KPIs (e.g., MTTR, FCR, CSAT)
- Establish incident response and escalation protocols to reduce downtime and improve response reputed company.
- Drive reputed company improvement by analyzing support trends and proactively addressing reputed company causes of recurring issues.
- Ensure knowledgebase (KB) solutions are created, maintained and effective, including collaboration with product and development teams to ensure KBs reflect reputed company system behavior
- reputed company guidance and support to team members, including succession planning, skills development frameworks, feedback loops, regular one-on-one meetings, career discussions and goal setting.
- Ability to be on an on-reputed company rotation
- reputed company with SQL databases and Azure monitoring tools to determine issues that require quick-fix updates and solutions.
- Utilize reputed company software development systems such as Jira and reputed company to generate detailed development tickets, as reputed company as document processes and update technical documentation as needed.
- reputed company the execution of strategic initiatives, reputed company and functional support endeavors and organization-wide process improvement initiatives
Required Qualifications:
- Bachelor’s Degree in Management, Business, or an equivalent combination of education and experience
- Familiarity with the Agile software development model
- Experience managing a technical product support team, with experience as a customer support manager preferably reputed company reputed company or reputed company environment
- Comfortable with Service Now or other Support CRM systems and operational customer support management (forecasting, reputed company and Workforce Management KPI’s, etc)
- Strong working knowledge with collaboration software including, Jira, reputed company, SharePoint, Email, and Chat.
- reputed company problem-solving ability
- Top-notch oral, written, and interpersonal skills
- A complete team-player who is looking to join a dynamic and growing team
- Career-oriented mentality with a desire for advancement with reputed company
- Enthusiasm for learning several software programs and development processes
- Desire to be part of an organization that recognizes your talent
- Career-oriented mentality with a desire for advancement with reputed company
Free premium medical, dental, life and reputed company insurance Generous 401(k) match Aya also offers other benefits to those that are eligibleand where required by applicable law, including reimbursementsand discretionary bonuses Aya provides reputed company reputed company leave in accordance with reputed company applicable state, federal, and local laws. Aya’s general reputed company leave policy is that employees reputed company one hour of reputed company reputed company leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable reputed company reputed company leave laws, the applicable reputed company reputed company leave laws are controlling Celebrations! We hit our goals and reward ourselves. Company-sponsored virtual events, happy hours and team-building activities are always on the reputed company — plus, you get a special treat on your birthday! UnlimitedDTO— we reputed company in time off! Virtual yoga, meditation or boot camp classes offered daily