In order to support 24x7x365 coverage for the program, the working hours will need to cover weekend days. In addition, there is a requirement for on-call support via pager/cell phone for evening hours.

Responsibilities will include but not be limited to:

Provide product issue escalation support for support centers; managing and documenting issues, call center readiness for promotions
Partnering with the business unit to solve complex issues that may be technical or strategic in nature
Support customers/developers in multiple GEOs and being available as needed across time zones
Manage support center equipment requirements and tracking across multiple support center GEOs
Develop technical content for internal or external knowledgebase
Gather, analyze post-launch customer contact trends and drive data to the business units to improve quality and supportability
Conducting training for support centers and others as needed; providing training onsite for support centers if necessary
Participate in 24x7x365 weekend, holiday, and critical incident coverage
Provide tool issue escalation support for support centers; managing and documenting issues, update forms, routing, issue categorization
Partner with tool teams (EIM, Jive, Liveperson, QuAD) to drive issue resolution and improvements in support center tools and processes
Participate in new CRM deployment (Salesforce Service Cloud 3); transition issues and prepare support centers

Qualifications
Knowledgable in VisualForce, APEX and or Salesforce integration..
Advanced analytical and troubleshooting skills
Strong written communication and customer orientation skills
Prefer previous experience in app support or app development
Experience supporting software in consumer or developer environment
Experience driving product issue escalations in multi-GEO, multi-language support centers
Experience communicating and documenting product issues for engineering investigation
Must be able to balance workload requests and prioritize tasks
Must have ability to adjust communication style and content as needed for audience (consumer, developer, support agent, engineer, marketing, operations)
Must be willing work Friday, Saturday, Sunday, Monday as a normal work schedule; provide 24 hour on call support during weekends and holidays

Akash Mistry

APN Software Services, Inc

Web: http://www.apninc.com