Pyramid Consulting, Inc provided pay range

This range is provided by Pyramid Consulting, Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$120,000.00/yr - $130,000.00/yr

Immediate need for a talented Supervisor - Technical Support. This is a Fulltime opportunity with long-term potential and is located in McKinney, TX (Hybrid). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-55287

Pay Range: $120,000 - $130,000/annum. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Enabling customer success through a superior customer service experience.
• A seasoned Sr. Product Specialist who can handle critical escalation, be front face of customer interaction and cross functional teams.
• Be an effective advocate for the customer and deliver an excellent customer experience.
• Extend help and mentor Product Specialists in L2 team.
• Provide directions to team technically (Application/Database related issues), perform RCA and data analysis.
• Experience working with Global teams.
• Proficient in escalation management, release management, change management, data analysis and solution design.
• Available to drive & solve P1/P2 issues/situations.
• Monitor and present SLA adherence, Customer KPIs, resource utilization.
• Continuously share knowledge with junior team members and perform periodical checks & contribute to process improvements.
• Plan, execute and track product releases and enhancements.
• Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality, and value.
• Collaborate with Customer Success team and drive support excellence initiatives to enhance customer's support experience.
• Prepare business continuity plan from support delivery perspective.
• Ensure team members develop their professional skills through active participation in relevant events, training, mentoring and communities.

Key Requirements and Technology Experience:

• Strong hands-on Linux flavored operating system (RHEL, CentOS, Ubuntu).
• Well versed in supporting Product/Applications built on preferably Java based.
• Strong in SQL/PLSQL advanced troubleshooting skill on databases like Postgres/Mongo DB, MS SQL Server.
• Experience in Cloud Lifecycle Management, client-server systems, Application Lifecycle Management and Customer Management. Ex: AWS, Azure or GCP.
• Good experience in Contact Center Operations, ChatBot Apps.
• Domain knowledge in BSFI, Telecom, Retail, healthcare etc. domains.
• Experience in AI conversational analytics/Data Analytics, Data Visualization tools eg. Tableau.
• Hands-on experience in working with support groups (including remote team), and 24x7 support operations.
• Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization.
• Identify cases based on data analysis, customer interactions, customer’s process and operational output or gaps to derive opportunities for Customer Success teams to drive business growth.
• Experience in executing multiple projects and delivering services across geographies in collaboration with multiple stakeholders internal and external.
• Hands-on experience in designing and executing service improvement and continual service improvement programs.
• Technical expertise in scripting knowledge, virtualization technologies, Cloud platforms, automation, and monitoring tools.
• Bachelor’s or Master’s in Computer Science, Information Technology or comparable fields.
• Excellent troubleshooting, strong analytical skills, methodical thinking, and ability to define problems and frame solutions.
• Good hands-on experience on audit and quality monitoring process.
• Experience in driving business requirements workshops, knowledge gathering sessions and preparing Requirement Documents, Specification Documents, Data flow, Process flow charts etc.
• Proficiency with PowerPoint, Word and Excel.
• Ability to organize, prioritize and manage personal and team’s work.
• Excellent communication, presentation (both oral and written) and influencing skills.
• Ability to work as a team player in a technology-driven environment.

Our client is a leading BPO Industry, and we are currently interviewing to fill this and other similar fulltime positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.