RESPONSIBILITIES

• Responsible to drive good governance and execution of all support projects of Avaali.
• Conduct and moderate regular cadence events with customers and ensure customer receives the value of their support investment.
• Responsible for customer satisfaction pertaining to all support activities for one or multiple customers
• Manage support team of multiple IT projects
• Supervise day-to-day operations of the customer support team
• Enhance customer service procedures, policies, and standards to make them more effective and efficient
• Develop customer satisfaction goals and coordinate with the team to meet them on a regular basis
• Maintain accurate records and document all customer support activities and discussions
• Assess service statistics and prepare detailed reports on the overall effectiveness of the customer support functions
• Handle and Manage customer escalations
• Manage the backlog and ensure that Support SLAs and KPIs are met
• Track and identify frequently occurring, high impact support issues as candidates for permanent resolution.
• Track bug and feature requests status to stay on top of the hot issues
• Provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs
• Keep track of support contract expiry, renewals etc

ELIGIBILITY REQUIREMENT:

• Min 5 years in B2B enterprise software / application support
• Min 2 years of managing B2B enterprise software / application support
• Excellent communication skills, with ability to discuss technical topics with customers, engineers, and project managers
• Self-starter with strong creative problem-solving, facilitation and interpersonal skills Experience working on ITSM tools such as Service Now, Jira etc
• Knowledge on SAP or OpenText applications is a plus

What one can expect with Avaali:

Avaali offers a high degree of autonomy and control to employees to execute your responsibilities. We offer each employee significant opportunities for advancement and growth as we engage senior audiences in customer organizations to transform their business via emerging technologies. We offer great job stability – several of our employees have been with us for over 5+ years.

About Avaali:

Headquartered in Bangalore, started in 2013, Avaali Solutions is a leading provider of digital solutions to help reduce operational costs for upper mid to large enterprises. The company has executed over 120+ engagements for large marquee brands across Asia, MEA and parts of Europe. The company has its product line under Velocious as well as its services and consulting offerings in partnership with various technology vendors. The company has done some of largest and most complex shared service automation projects and consolidated, standardized and automated these processes. As a result of their engagements, they have brought about a 35-50% reduction in process cycle time and a 10-15% reduction in cost. Improved visibility, governance and transparency are other themes that Avaali focuses on via these initiatives. The company has deep skills on technologies such as ML based ICR/OCR, enterprise content management, workflow automation solutions, chatbot, RPA and digital signature. The company has a dominant presence in procure to pay automation with over 100+ implementations in this space. Some of the prominent clients of Avaali Solutions are Tata Sky, Titan, Sun TV, Bidco Africa, Nayara Energy and many more.

For more information please website: https://www.avaali.com/