Lead I Product Support

About the job

Role Description Role Proficiency: Ensure on time delivery and support to meet client requirements on product/project specifications. Manage team activities and ensure readiness of the support echo system for customers. Outcomes • Understand and analyse business and technical specifications and requirements as well as the impact to product/application/system • Create innovative solutions to meet the support needs of our customers • Plan and implement User Success team's defined and evolving processes • Drive all technical and functional issues towards closure • Co-ordinate with product engineers for application bug and enhancement requirements • Responsible for building and maintaining up-to-date product documentation/knowledge base • Respond to user inquiries through various communication channels including phone email chat etc. Answer questions regarding how to use the product and tool features to accomplish their specific tasks or milestones. • Lead the associates and own the quality and timeliness of their work. Measures Of Outcomes • Reduce the number of calls / reports to Operational Team • Zero major incidents (like blocker bugs or data-loss) reported by the Client • Personal achievement of quarterly/yearly objectives (OKR Assignments) • Customer process compliance • Completeness of requirements traceability matrix • Compliance to support playbook standards and guidelines. • Adherence to timelines for project delivery • Customer feedback on support provided • Compliance to the industry domain standards and guideline • Achievement of quarterly/yearly objectives (OKR Assignments) by team Outputs Expected Implementation & Support: • Follow product standards quality assurance norms and guidelines • Conduct peer reviews during implementation and support. Log peer review defects in the appropriate tool • Participate in deployment activities like reviewing all deliverables per the delivery checklist. Prepare and review deployment documents and mock testing all deliverables • Provide support to the Senior Product Specialist in defect analysis and resolution • Participate in periodic internal review meetings. Report status regularly to Leads Specialists and Directors • Provide inputs for estimation impact analysis in area of responsibility. Report time effort and status accurately Product Delivery & Management: • Provide support to the product engineer through analysing customer feedback providing recommendations through interactions with the customer • Identifies the system improvement opportunities based on tracking product support requests or repetitive issues. Make recommendations to development and engineering on potential solutions • Participate in periodic internal review meetings. Report status regularly to the Product Support Specialist. Capability Building: • Prepare guidelines and checklists for the team. Create and deliver training on products and modules; Knowledge Management: • Contribute towards updating knowledge assets. Conduct knowledge transfer sessions for new joiners in the team. People Management: • Enable careers of team members. • Build positive working relationships with lead product consultants principal product consultants and the products and professional services functional team; customer account team service line teams and support teams. • A strong desire to teach and mentor junior and mid-level associates; directing growth and goals of individual team members is essential.

Requirements

• Technical Support
• Communication
• Project Management

Qualifications

• Experience in product support

Preferred Technologies

• Technical Support
• Communication
• Project Management

Benefits

• Career growth
• Skills development

About the company

UST is a leading provider of innovative IT solutions and services, dedicated to helping businesses improve performance through specialized technology and services.