OmniRetail is a unified consumer goods distribution platform that improves the inefficiencies of traditional trade by digitising the key stakeholders through its stellar products; OmniBiz, the B2B e-commerce platform; and Mplify, a Distribution Management Solution that helps FMCG distributors drive growth by automating their sales and inventory on a best-in-class technology stack. OmniPay is the embedded finance solution for OmniBiz and Mplify.
Job Summary:
- We seek an experienced Software Product Support Lead to oversee and manage our technical support operations, ensuring efficient and effective support to external and internal stakeholders. The ideal candidate will have a strong background in setting up and managing technical support processes, leading a team of technical support specialists, and providing advanced troubleshooting and resolution skills.
Key Responsibilities:
Leadership and Team Management
- Lead and manage a team of technical support specialists, providing guidance, training, and performance feedback to ensure high levels of customer satisfaction and team efficiency.
- Foster a collaborative and innovative team culture, promoting continuous improvement and professional development.
- Manage the support team's day-to-day activities, including task delegation, performance monitoring, and career development.
Process Setup and Management
- Establish and maintain robust processes for technical support to external and internal stakeholders, ensuring alignment with service level agreements (SLAs) and organizational goals.
- Develop and implement workflows, technical specifications, and roadmaps to enhance support operations and improve efficiency.
- Document and maintain policies and procedures, including onboarding and leave policies, remote working procedures, and other relevant support processes.
Technical Support and Troubleshooting
- Provide advanced troubleshooting skills to resolve complex technical issues, both proactively and reactively, to minimize escalations and ensure timely resolutions.
- Collaborate with engineering, software development, and other cross-functional teams to address technical issues, identify systemic problems, and implement solutions.
Customer and Stakeholder Support
- Ensure high-quality support to customers and internal users, addressing issues and concerns promptly and professionally.
- Develop and deliver training on core technology applications, hardware, and software to colleagues, clients, and customers.
- Interact with internal and external stakeholders, including compliance and regulatory bodies, to ensure adherence to applicable regulations and legislation.
Reporting and Analytics
- Monitor system performance, investigate issues, collect statistics, and create reports using application management software and tools.
- Identify trends and systemic issues and collaborate with relevant teams or third-party vendors to address these issues.
- Collate and interpret data, converting it into usable formats such as infographics, reports, tables, dashboards, or graphs to inform support strategies.
Change Management and Implementation
- Lead the roll-out of upgrades and implementation of new technologies, and provide change management support.
- Ensure all support requests are dealt with according to agreed frameworks and procedures, recommending and implementing support team improvements where necessary.
Requirements:
Education and Experience
- Bachelor’s degree in computer science, Information Technology, or a related field.
- At least 5 years of experience in technical support roles, with 2-3 years in a leadership or management position.
- Proven track record of setting up and managing technical support processes and leading technical support teams.
Technical Skills
- Strong knowledge of software and hardware applications, including troubleshooting and resolution techniques.
- Experience with IT service management tools, support desk operating platforms, and application management software.
- Familiarity with DevOps culture and practices, as well as industry standards such as GDPR, health informatics, and safety-critical systems.
Soft Skills
- Excellent communication, problem-solving, and analytical skills.
- Strong customer service skills and the ability to handle billing inquiries and other customer-facing tasks.
- Ability to adapt to changing contexts and prioritize workload independently, escalating issues to subject matter experts as required.
Method of Application
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