Verified Job
IT / Software / Data Analyst
Software Technical Support
IT / Software / Data Analyst
#793584
Remote / WFH
Unipro Tech Solutions
Job Description
b description
Location: Chennai
Experience: 5–8 Years
Salary: Up to ₹40,000 per month
Employment Type: Full-Time
Role
We are looking for a Customer techicalsupport to lead our ERP support team and manage customer relationships for our RetailPOS ERP product.
The role is responsible for ensuring timely support delivery, driving AMC renewals and collections, coordinating with implementation and development teams, and improving customer satisfaction.
The ideal candidate should have experience managing software support teams, customer escalations, and service operations.
Key ResponsibilitiesTeam Management
• Lead and manage the L1, L2, and Customer Success teams.
• Assign, prioritize, and monitor support tickets.
• Ensure SLA compliance and timely issue resolution.
• Conduct daily review meetings and monitor team productivity.
• Mentor and train support engineers.
Customer Success
• Build long-term relationships with customers.
• Conduct periodic customer review meetings.
• Handle customer escalations and ensure satisfactory resolution.
• Improve customer retention and product adoption.
AMC Renewal & Collections
• Drive Annual Maintenance Contract (AMC) renewals.
• Follow up with customers for AMC quotations, renewals, and payments.
• Monitor outstanding receivables and work towards monthly collection targets.
• Coordinate with the accounts team for invoicing and payment reconciliation.
• Prepare weekly and monthly AMC collection reports.
Operations & Coordination
• Coordinate with the Implementation and Development teams for product issues and change requests.
• Track pending issues and ensure timely closure.
• Maintain customer communication throughout issue resolution.
• Improve support processes and documentation.
Reporting
• Prepare reports on ticket volume, SLA performance, customer satisfaction, AMC renewals, and collections.
• Present key operational metrics to management.
• Identify recurring customer issues and recommend process improvements.
Requirements
• Bachelor's degree in Computer Science, Information Technology, Commerce, Business Administration, or a related field.
• 5–8 years of experience in Software Support, ERP Support, Customer Success, or Technical Support.
• At least 2 years of experience managing a support or customer success team.
• Experience in ERP, POS, Retail Software, or SaaS products is preferred.
Required Skills
• Experience managing customer support teams.
• Strong customer communication and relationship management skills.
• Experience handling customer escalations.
• Good understanding of ticketing systems and SLA management.
• Knowledge of AMC renewals, customer collections, and service contracts.
• Strong planning, coordination, and organizational skills.
• Good Microsoft Excel and reporting skills.
• Ability to work with cross-functional teams.
• Willingness to travel for customer meetings when required.
Preferred
• Experience in Retail ERP, POS, Warehouse Management Systems, or Distribution Software.
• Knowledge of retail operations and inventory management.
• Experience using CRM or Helpdesk software.
• Basic understanding of SQL is an advantage.
Key Performance Indicators (KPIs)
• Ticket SLA compliance
• Customer satisfaction
• AMC renewal percentage
• Monthly AMC collections
• Escalation closure time
• Team productivity
• Customer retention
Salary
Location: Chennai
Experience: 5–8 Years
Salary: Up to ₹40,000 per month
Employment Type: Full-Time
Role
We are looking for a Customer techicalsupport to lead our ERP support team and manage customer relationships for our RetailPOS ERP product.
The role is responsible for ensuring timely support delivery, driving AMC renewals and collections, coordinating with implementation and development teams, and improving customer satisfaction.
The ideal candidate should have experience managing software support teams, customer escalations, and service operations.
Key ResponsibilitiesTeam Management
• Lead and manage the L1, L2, and Customer Success teams.
• Assign, prioritize, and monitor support tickets.
• Ensure SLA compliance and timely issue resolution.
• Conduct daily review meetings and monitor team productivity.
• Mentor and train support engineers.
Customer Success
• Build long-term relationships with customers.
• Conduct periodic customer review meetings.
• Handle customer escalations and ensure satisfactory resolution.
• Improve customer retention and product adoption.
AMC Renewal & Collections
• Drive Annual Maintenance Contract (AMC) renewals.
• Follow up with customers for AMC quotations, renewals, and payments.
• Monitor outstanding receivables and work towards monthly collection targets.
• Coordinate with the accounts team for invoicing and payment reconciliation.
• Prepare weekly and monthly AMC collection reports.
Operations & Coordination
• Coordinate with the Implementation and Development teams for product issues and change requests.
• Track pending issues and ensure timely closure.
• Maintain customer communication throughout issue resolution.
• Improve support processes and documentation.
Reporting
• Prepare reports on ticket volume, SLA performance, customer satisfaction, AMC renewals, and collections.
• Present key operational metrics to management.
• Identify recurring customer issues and recommend process improvements.
Requirements
• Bachelor's degree in Computer Science, Information Technology, Commerce, Business Administration, or a related field.
• 5–8 years of experience in Software Support, ERP Support, Customer Success, or Technical Support.
• At least 2 years of experience managing a support or customer success team.
• Experience in ERP, POS, Retail Software, or SaaS products is preferred.
Required Skills
• Experience managing customer support teams.
• Strong customer communication and relationship management skills.
• Experience handling customer escalations.
• Good understanding of ticketing systems and SLA management.
• Knowledge of AMC renewals, customer collections, and service contracts.
• Strong planning, coordination, and organizational skills.
• Good Microsoft Excel and reporting skills.
• Ability to work with cross-functional teams.
• Willingness to travel for customer meetings when required.
Preferred
• Experience in Retail ERP, POS, Warehouse Management Systems, or Distribution Software.
• Knowledge of retail operations and inventory management.
• Experience using CRM or Helpdesk software.
• Basic understanding of SQL is an advantage.
Key Performance Indicators (KPIs)
• Ticket SLA compliance
• Customer satisfaction
• AMC renewal percentage
• Monthly AMC collections
• Escalation closure time
• Team productivity
• Customer retention
Salary
