Responsibility

"Good understanding of Customer Support metrics and SLAs.

Accountability for all support aspects related to the product .

Ability to quickly learn the application and develop a functional understanding from a business perspective .

Guide and Mentor team

Handling and planning shifts as needed

Organize and motivate team members in their day-to-day work

Manage and understand data around incoming case volume.

Communicate any trends in customer communication or behavior to other teams as needed.

Train incoming team members.

Reports from the help desk to understand trends and do detail RCA.

Handle incoming escalations.

Work directly with leadership to define and enforce strategies and team goals.

Conduct one-on-ones with direct reports.

Plan process maps and workflows  

Plan and support Deployment  

Act as a POC for customer outages and resolution.

Skills and Qualifications

Very Good knowledge of Asp.net , PL-SQL, L2 support

ITIL Certification would be a plus.

Understanding the healthcare industry would be mandatory.  

People Management Skills

Excellent written and oral communication skills.

Proven ability to manage a team, including conflict resolution.

Alignment with company values and mission.

Strength in data-driven communication and decision-making.

Experience aligning metrics cross-functionally and telling compelling data stories."