Senior Manager - Technical Support
CASHU
مجموع سنوات الخبرة :16 years, 1 أشهر
-Work closely with the Relationship Managers to deliver a very high level experience for client’s success by supporting merchants and vendors technical integration / configuration including creating sample codes.
-Responsible for evaluating the technical problems received from internal or external clients then escalating some to the hardcore technical team for hot-xes or to consider in the future enhancement / development releases.
Build a network of certified integration partners to be recommended to those ( merchants/vendors who does not have IT teams within their companies.
-Responsible for simplifying the configuration and integration process, documentation API, and creating aTechnical FAQs in cooperation with the technical writers.
-Daily management of the Support Engineers through effective use of resources, including staff development, and management of customer escalations and to Ensure proper, timely follow-up on support cases, and ensuring that KPIs (or) agreed SLAs are met and client satisfaction overall is high.
-Hiring, training, Coaching and providing specific suggestions to support engineers on troubleshooting products issues and on responding in an accurate, professional, empathetic and timely manner.
-Maintain a deep understanding of the Cornerstone products including the various features and configuration options to be able to provide the required guidance to; partner’s tech teams and our support engineers.
-Reporting on performance metrics to management on a regular basis
Lead, organize and coordinate resources to support the delivery of information, products and services.
Translate technical requirements into functional specifications and actionable work plans. Web project managers collaborate with designers, web developers.
Provides project status reports by collecting, analyzing, and summarizing data.
Coordinate with client.
Managing the entire product life cycle from strategic planning to tactical activities.
Specifying market requirements for current and future products by conducting market research supported by on-going visits to customers and non-customers.
Social media admin.
Reporting Using Google analytical tools (Google analytics, Google adwards).
Responsible for web development team.
Driving a solution set across development.
Developing and implementing a company-wide go-to-market plan.
Coordination with clients in order to deliver the outputs they needed.
Enhance already exist online business’s by defining (revenue module, content resources, traffic sources).
Sitting Search Engine Optimization strategies.
Writing Proposals.
Coordination with the business development team.
Developing the online surveys according to clients needs.
Coordination with clients in order to deliver the outputs they needed.
Developing a sign up process & email body to recruit and convert potential users to become portal members.