Head of Support
Responsibilities:
- Provide exceptional support to end-users.
- Monitor and message internal expectations on key business metrics such as support responsiveness, delivery of service, client satisfaction, and system performance.
- Develop the infrastructure and content of our knowledgebase with the goal of continuously improving Client Services’ ability to deliver its offering with greater efficiency and customer satisfaction.
- Work with clients and engagement teams to anticipate project risks, resolve issues, consistently meet deadlines and achieve 100% client satisfaction.
- Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
- Assist in the QA process of new iterations of the software
- Recognize end-users’ need for additional products and service.
- Analyze each support request for root cause; determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations.
- Respond to e-mail and telephone support requests.
- Supervise the entire support team and ensure they respond and resolve clients’ issues as quick as possible.
- Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
- Must have a clear understanding of; case priority, problem severity and response time targets.
- Ensuring deadlines are met.
- Improve Zanibal’s products and processes.
- Capture details of each support request in Zanibal’s ticketing system.
- Help test fixes provided by the engineers and incorporate them into client sites.
- Participating in business meetings.
Qualification:
- At least 3-5 years managing proprietary software support teams
- Technical background with a keen understanding of broader business needs and strategy
- Proven ability to deliver projects on time by leveraging your experience in development processes, work estimation, and optimal resource allocation
- Strong presentation and technical writing skills to effectively communicate with other teams
- Ability to juggle multiple projects and prioritize work accordingly
- Experience with Agile/Scrum methodology
- Extraordinary customer service and relationship management experience
- Critical thinking skills
- Bachelor’s Degree or equivalent experience
- Experience working in Fintech industry that supports Banking, Securities Trading and Asset Management businesses is preferred
Method of Application
Interested and qualified candidates should apply using the Apply Now button below.