PROJECT MANAGER - CUSTOMER SUPPORT

PROJECT MANAGER - CUSTOMER SUPPORT 

Visa Candidates Welcome 

Job Description

Primary Job Responsibilities We are currently seeking a Program/Project Manager who will a member of the help desk that handles support requests for platform and infrastructure products and services. This person will act as the primary interface between the users of our products and services and the product teams. The responsibilities include understanding our product portfolio, building close relationship with the product teams, triaging incoming requests and routing to appropriate product teams, and managing the support requests to resolution.

Job Requirements 

The Project Manager needs to:

Understand the products and services offered by platform and infrastructure org

Understand the needs and expectations of the customers

Analyze support request patterns

Build FAQ and knowledgebase from the patterns

Identify product gaps and feed to product teams

Build strong relationship with product teams

Must have a background in Technical Program/Project management.

Activities in this function of the job require strong leadership, strategic vision, communication, coordination, problem-solving and negotiation skills. The successful candidate will be a highly effective Program/Project manager and capable of working across complex organizations and dynamic environments that are prone to regular change.

Key requirements and qualifications include:

Minimum 8 years relevant experience.

Proactively managing customer expectations and communicates progress, decision making and prioritization while providing oversight for technical issue resolution in a matrix management organization.

Skillfully resolve conflict, persuade and negotiate with internal and external parties.

Listening and simplifying complex topics in order to facilitate solutions across multiple groups.

Building relationships within all functional areas and gain exposure to every facet of the company.

Assist in recommending best practice solutions based on past experience, research, and visionary thinking.

Strong verbal and written communication skills as well as attention to detail are critical in this role.

Ability to work autonomously while maintaining a high-level of transparency into key decisions and issues.

Experience in large scale support center environments desirable.

Other minimum qualifications include:

Ability to function effectively in a fast paced environment and multi-tasking

STRONG verbal and written communications skills and the ability to work well with other departments and varying levels of management.

Experience in process definition and improvement initiatives especially in a customer-centric, operations environment.

Experience and expertise with MS Office (word, excel), MS Project, Visio, and PowerPoint.

Good interpersonal skills and ability to work independently.

CANDIDATE DETAILS

7+ to 10 years experience

Management Experience Required - Yes

Minimum Education - Bachelor's Degree

Willingness to Travel - Occasionally