Manager, Support
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Location: India
Employment Type: Full-time
Job Description
Responsibilities :
Lead and manage global support teams including hiring onboarding and performance reviews.
Ensure 24/7 support coverage through effective scheduling and resource planning.
Drive AI and automation initiatives to enhance support efficiency.
Monitor customer sentiment and engage directly with clients to resolve issues and understand needs.
Collaborate cross-functionally with product engineering and cloud teams to share updates and insights.
Communicate product and infrastructure changes to clients proactively.
Set track and report on team KPIs and goals.
Maintain support documentation and foster a culture of continuous improvement and knowledge sharing.
Qualifications :
Qualifications
Must-Have Skills:
Bachelors Degree in Business Finance or Computer Science or relevant work experience
5 years in customer service or technical support management ideally in financial environments with overall experience in the IT Industry between 12-15 Years
Experience in Managing the teams and working in a Matrix Environment
Proficient with Salesforce or similar ticketing systems.
Hands-on experience with AI tools and implementing AI in support operations.
Strong client-facing communication and interpersonal skills.
Excellent problem-solving critical thinking and attention to detail.
Proven ability to lead mentor and develop high-performing teams.
Adaptable organized and effective in fast-paced dynamic settings.
Deep commitment to customer service excellence and empathetic client support.
Required to work in U.S shifts or as defined by assigned requirements
Willingness to be on-call on holidays or weekends or as required by the business
Nice-to-Have Skills:
Familiarity with ERP systems like NetSuite Oracle SAP
Strong knowledge of databases (Postgres SQL Oracle)
Experience with cloud-based solutions and infrastructure
Knowledge of ITIL processes and best practices
Passion for technology and customer success
Key Competencies:
- Strategic Thinking
- Problem-Solving
- Data Analysis
- Executive Level Communication Skills
- Organization and Planning
- Cross-Functional Leadership
- Risk Management
- Stakeholder Management
- Resource Management
- Process Improvement
Additional Information :
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team - InsightSoftware ()
Background checks are required for employment with insightsoftware where permitted by country state/province.
At insightsoftware we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Remote Work :
No
Key Skills
- Computer Hardware
- Inventory Control
- Developmental Disabilities Experience
- Management Experience
- Mobile Devices
- Remote Access Software
- Team Management
- Operating Systems
- Supervising Experience
- Technical Support
- Phone Etiquette
- Application Support
About Company
insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform ... View more
