Senior Manager- Product Support Job Vacancy in Magnitude Hyderabad, Telangana – Updated today

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Full Details :
Company Name : Magnitude
Location : Hyderabad, Telangana
Position :

Job Description : Company Description
We believe data is the fuel that powers the modern enterprise. Our mission is to help companies shorten the path from data to decision and empower customers to out-think and out-perform the competition. Trusted by more than 1,300 global businesses, our products deliver unmatched value in data integration and connectivity and in process analytics and automation. Our relentless focus on customer satisfaction is why 1,300 global enterprises choose Magnitude to maximize their ERP investment – on-prem and in the cloud – to turn data into insight and insight into action. For more information, please visit magnitude.com.
About Us:
Magnitude Software is a leading provider of software solutions for the Enterprise Information Management market. Our Magnitude Software family of solutions dramatically accelerates time-to-value for your Enterprise Information Management needs including query, reporting, analysis, and master data management for enterprise Applications, with a low total cost of ownership. We’re busy evolving the way people and organizations manage information. Our technologies help companies access and analyze their data no matter where it resides-all from a single point of entry. The Magnitude Software integrated suite of products is designed to boost productivity by empowering end users and decision makers with secure access to the right data at the right time, allowing them to easily build their own custom reports and make timely decisions.
With over 600 customers worldwide including: British Telecom, Emerson, Merrill Lynch, Motorola, Nordstrom, Starbucks, Toshiba and Xerox, the Magnitude family of products has established a leadership position in the Enterprise Information Management.

Job Description
Job Summary
Provide a high-quality support service to Insight software clients across product line(s) and/or businesses through a team of well-trained and effective support analysts to help build, maintain, and improve customer satisfaction to a level that the customer will act as a sales reference site.
Responsibilities
Exercises independent judgment and discretion in planning and organizing customer support activities to ensure customer satisfaction.
Manages and directs the activities of the customer support staff
Responds to escalated customer issues and resolves in a timely manner.
Ensure common customer metrics are maintained and monitored (example: SLA/PSP) and report monthly to identify potentially dissatisfied customers.
Visiting customer sites and User groups to continually keep abreast of views on customer satisfaction with Insight Software support services.
In conjunction with Regional Support Managers, Regional Service Managers, and Development Managers, develop and improve standard Operational Level Agreements for new and existing vendor/supplier relationships to improve service levels.
Ensure regular up-to-date accurate information is recorded in the call logging system (e.g., SupportForce.com) so that customers can see progress on the support cases
Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer calls. Ensures that these are passed on to the appropriate groups for action to drive increased revenue.

Qualifications
Required:
8 years helpdesk or overall support experience in at least one of the assigned products
5 years successful experience of managing or working within a helpdesk or product support environment
8 years of experience in developing, supporting, or using IT software
Preferred:
Bachelor’s Degree in Business, Finance or Computer Science or relevant work experience
12+ years relevant work experience
4-7 years relevant leadership experience including directing the work of others
Knowledge, Skills, and Abilities:
Strong customer support skills with demonstrated ability to effectively deal with escalated customer concerns.
Demonstrated success managing and developing non-exempt level positions. Working Arrangements
Standard work week or as defined by assignment requirements.
Travel:
International travel may be required
Up to 10% travel may be required
As dictated by client circumstances
Additional Information
All your information will be kept confidential according to EEO guidelines.
Magnitude Software is an Equal Employment Opportunity employer and as such does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status, or any other classification protected by applicable discrimination laws
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **

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