Tech Stack

Description

You will lead a global technical support team for Precisely's IBMi and B2B Integration products, driving operational excellence and customer satisfaction. You'll modernize support through AI, automation, and analytics while collaborating with Engineering, Product, and Customers to improve service delivery. This role is key to ensuring high-quality customer experiences at scale.

Requirements

• Experience leading a technical support team in a global, 24x7 environment
• Strong understanding of case management, escalation processes, and KCS methodology
• Experience with AI tools and automation in support workflows
• Ability to build relationships with customers and cross-functional teams
• Proficiency with reporting tools like Salesforce for metrics tracking

Responsibilities

• Lead, coach, and develop a high-performing technical support team in a 24x7 global environment
• Oversee day-to-day support operations including shift coverage, workload balancing, and escalation management
• Drive adherence to SLAs, response times, and resolution quality across phone, web, and community channels
• Partner with cross-functional teams to introduce AI-powered support capabilities (e.g., GenAI assistants, chatbots)
• Track and analyze operational KPIs, CSAT, and efficiency metrics using dashboards and reporting tools