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iScala Technical Support Lead

iScala Technical Support Lead

ConfidentialPune
30+ days ago
Job description

Key Responsibilities

  • Lead and mentor a team of technical support specialists.
  • Serve as the primary point of contact for escalated iScala support issues.
  • Analyze and troubleshoot customer issues related to iScala ERP.
  • Collaborate with cross-functional teams to improve product functionality and user experience.
  • Develop and implement support processes and best practices.
  • Provide training and knowledge transfer to team members and customers.
  • Ensure customer satisfaction through effective communication and problem resolution.
  • Stay up to date with iScala updates and enhancements.

Qualifications

  • Bachelors degree in computer science, Information Technology, or related field.
  • 10-12 years of experience in technical support, with at least 5 years in a lead or supervisory role.
  • Strong knowledge of iScala ERP system and related technologies.
  • Excellent problem-solving and analytical skills.
  • Exceptional communication and interpersonal skills.
  • Ability to work effectively in a fast-paced environment.
  • Experience in managing customer relationships and expectations.

    • Preferred Skills

  • Experience with ITIL framework.
  • Knowledge of scripting or programming languages.
  • Familiarity with database management and SQL.

    • Skills Required

    Database Management, Technical Support, Sql, Itil Framework

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