Job Description

Experience Required
8 to 12 Years
Location
Mumbai
Role Type
Full Time

Company Description:

ETP Group is a leading Unified Commerce Software company, with a 36-year track record of delivering enterprise-class retail and e-commerce technology solutions. Market-leading retailers in Asia Pacific use ETP across hundreds of thousands of employees, over 500 brands and across 24 countries. ETP's cloud-native AI-powered solution suites, ETP Unify and Ordazzle, encompass a broad spectrum of e-commerce and retail functionalities, from POS, CRM, OMS, PIM, Unified Inventory to Unified Promotions, Logistics management and seamless integration with marketplaces and e-commerce platforms. ETP's Unified Commerce Retail Platforms create a frictionless and consistent shopping experience for consumers across all channels, wherever, whenever, and however they choose to shop. ETP's strength lies in its ability to provide robust and innovative retail solutions built with the most scalable and secure technology, MACH architecture and beautiful UI design. The capability to provide localization and support in 24 countries has enabled ETP to acquire significant regional and global customers. ETP's "asset-light" solutions minimize IT administrative costs and provide AI-powered recommendations enabling businesses to focus on transformation and growth and strategic initiatives.

Responsibilities:

Customer Support Operational Management:

Lead day to day support operations to ensure that ETP customers are receiving responsive and quality support from ETP CS Planning and executing the global support goals for each year

Support Engineer/ Analysts Management:

Build a team that reflects ETP's values of support excellence, personal growth, and teamwork Inspire employees to work smarter and find purpose in their roles Build career plans for support staff Train or project manage the technical training of each support engineer Train support engineers by growing current and future leaders

Efficiency and Customer Feedback Management:

Report to Mgt of support customer health & KPI's Monitor tickets and diagnose areas for improvement Collaborate with ETP Projects and RnD team to advocate for product improvement and support policy

Skills & Experience:

Candidate should be exposure of working with international customers for software solution delivery, Implementation or providing Support Should have a Techno Functional background to manage Support Analyst and L3 Software Engineer team * B.E. / B. Tech., M.C.A. preferred