Job Description

Position Title: Lead - Product Support Location: Noida Position Type: Full-Time (WFO) About Us: Our product - QueueBuster is a powerful Mobile POS Solution for all kinds of businesses. From large format retail stores to small carts and kiosks, QueueBuster has all that you need to run your business like a breeze. Manage your Products, Inventory, Loyalty and CRM from a single location, anytime anywhere! : We are looking for Lead Product Support for QueueBuster. For this role, you will provide Subject Matter Expertise and Technical Leadership for production client installations of the product. You will play a critical role in the product\'s success by working with the Product Support Team to ensure effective and efficient support that meets Clients\' business needs/expectations while meeting SLAs requirements. What you will do: Enable productivity and efficiencies to drive increases in the number of support requests resolved per analyst 100% SLA adherence while ensuring day to day functionality of the application in production Continually review the service provided to end-users and customers to ensure it meets agreed service levels and all customers\' requirements Identify and develop technical/nontechnical skills of team members. Gaps in knowledge should be quickly addressed Conduct Monthly/Quarterly reviews of team performance against SLAs and deliver feedback accordingly Manage and create internal documentation Workload planning to ensure actions are appropriately prioritized and delivered Serve as subject matter expert (SME) to resolve escalated incidents which the support team cannot address Onboard new team members and provide effective training to bring team members up to speed quickly Effectively manage any issues to avoid potential escalations Able to work effectively with existing teams/departments in a high paced, global setting Must display a positive and go-getter attitude to ensure Team cohesion Ability to multitask is a must Enforce adherence to corporate standards and policies regarding the software development life cycle and SOC requirements Work with internal teams to ensure that all company-wide best practices are followed Who you are: Bachelors\' degree in Information Technology, Computer Science, or related field is required. Masters\' degree in Information Technology, Computer Science, Engineering Management, Analytics or related field is preferred 5+ years leadership experience in managing global teams Experience providing 24/7 support to global users ITIL certification and relevant experience. SDLC experience in web hosted applications. Ticketing tool admin experience (managing assignments, ticket allocations, reporting, and SLA adherence) 3+ experience in Change Management process 3+ years of customer-facing experience with large customers. Expert communications (written and verbal) with subordinates, leadership, and external customers

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