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Product Support Manager, Global - digital Workplace (M365, SharePoint) & ECM landscape

Premium Job From Rushworths
Recruiter: Rushworths
Listed on: 9th April
Location: Reading / Home based
Salary Notes: Competitive base + benefits
Type: Permanent
Start Date: asap

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Technical / Product Support Manager to lead technical support for customers & partners across international geographies. Manage the global tech support team. Build a world class function. Application support tools Zendesk, Remedy. Solid experience of developing support models in a software product led environment. .Net, M365 SharePoint or ECM / EFSS / Modern Content Services.

Proventeq is a Microsoft Gold Partner and a Microsoft Preferred Partner for Content Services; content migration and digital workplace solutions. With offices in the UK, US, UAE and India, our client is uniquely positioned to be able to develop and deploy best-in-class capabilities for their international enterprise customers, across several sectors. Proventeq's flagship product "Migration Accelerator" will be joined by a new product line, Content Insights and Intelligent Migration using AI/Machine Learning. Proventeq will also assist with the launch of Project Cortex, Microsoft's new AI powered service that builds a knowledge network in 365.

2021 is seeing increased opportunity for international business growth. We seek an experienced Technical / Product Support Manager to manage the technical Support engineers and provide a strong focus on customer support. The role encompasses providing exceptional technical support to customers and partners internationally, with a focus on customers in North America and Europe. You'll have solid experience in a Software product led environment, preferably Microsoft SharePoint or ECM/ EFSS/Modern Content Services landscape, with an absolute commitment to customer service and process improvement. You'll have to work varied hours to support the team and customers across locations.

Reporting at Director level, as the Technical / Product Support Manager you will;

  • Lead and mentor a team of technical support engineers based internationally
  • Build a world class Global support function for products both standard & Premier support models as per SLA's
  • Define support models for products & application managed services with clear SLA definitions using popular ITSM platforms: ZenDesk or Dynamic Service
  • Deliver a high level of operational stability and performance for the Technical Support function. Over time review procedures at a more strategic level
  • Identify customer needs and be the senior point of customer contact - hands on troubleshooting
  • Collaborate with Product Engineering in resolving customer issues and building product features requested by the customer
  • Work with Sales team to upsell Premier support models
  • Validate KPIs & SLAs, ensuring the team keep customers/partners updated on the status of support tickets 

You'll need, along with a degree level education;

  • Solid experience in supporting .Net/SQL Server based products and/or custom applications
  • Good knowledge of SharePoint/M365 (Configuration and Administration knowledge desired) or other content management systems
  • Expertise in Application support and maintenance Tools like Zendesk, Remedy
  • Knowledge of C#/.Net and database technologies (SQL Server/PostgreSQL)
  • Knowledge of Agile Methodologies and DevOps tools like Azure DevOps
  • Proven technical diagnostic and problem-solving skills
  • Commercial awareness, managing budgets and streamlining resources
  • A track record in managing a technical /product support team for external customers.

Softer skills will include strong interpersonal and communication skills; the ability to spearhead developments in this space across the geographies, an enthusiastic, collaborative, resourceful, methodical and can do approach. A strong customer focus is a must with excellent prioritisation and personal organisation skills and the ability to gain support, manage and influence expectations.

The office base will be Reading, however currently you will need to be able to work from home.

To find out more about this great opportunity, please send your CV and reasons for applying to Rushworths.