Software Product Support Lead at OmniRetail Technology

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.