Senior Support Manager
Current• Manage the support process for pharmaceutical customers, ensuring timely resolution of tickets.• Analyze and diagnose customer-reported issues, including connecting to their environments and investigating application and database problems.• Communicate directly with customers to understand and address their concerns effectively.• Collaborate with the development team for in-depth issue analysis and resolution, ensuring efficient communication and problem-solving.• Prepare and deliver detailed reports on support tickets and their resolutions to upper management on a monthly basis.• Calculate and track billable hours for each customer based on support provided.• Maintain a deep understanding of customer environments and processes to facilitate effective support.• Lead the installation and configuration of solutions in customer environments.• Utilize comprehensive knowledge of customer processes and internal development to ensure successful solution deployments.• Support the sales department by providing technical expertise and addressing inquiries related to prospective customers.• Conduct application training sessions for new hires within the company and provide training to customers as necessary.• Act as a liaison between the technical team and other departments, ensuring alignment of technical solutions with business objectives.• Proficiency in software engineering principles and practices.• Strong analytical and problem-solving abilities.• Excellent communication skills, both written and verbal, for effective interaction with customers and internal teams.• Leadership qualities demonstrated through managing support processes and technical deployments.• Experience in preparing reports/presentations and presenting findings to senior management.• Ability to multitask and prioritize effectively in a fast-paced environment.
