The Software Support Lead is responsible for product implementation and providing continuous product support to partners. This role focuses on creating success for partners by utilizing our product solutions to automate and streamline their business processes. In partnership with the Services & Support teams, they will ensure quality dayto-day operations of partner support by facilitating escalations of partner issues and providing high-level product support.
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This position is responsible for the technical success of omni-channel support and technical guidance within the Global Support Organization for multiple Mainframe products/ solutions and underlying technologies. Engineers are expected to deliver a superior customer experience using empathy, expertise, value, and speed. The role includes mentoring less-experienced team-members, identifying training needs, and proactively preventing customer issues. It requires strong customer service, communication, and technical leadership skills.
4w PTO
Deliver superior customer support for antivirus software, managing inquiries about accounts, subscriptions, and technical issues through phone and remote sessions. Efficiently resolve customer issues related to software purchases, renewals, account management, and refunds, ensuring a smooth experience. Guide customers through the installation, reinstallation, and troubleshooting of antivirus programs.
The Project Manager is responsible for acting as the single point of contact and management for multiple client orders. Client responsibilities include on-going client interaction, timeline and critical task management, coordination across multiple groups and resources and resolving order related issues. There will be significant interfacing with sales agents and other staff members.