- 4+ years leading a technical team and/or experience with managing software support engineering teams.
- 6+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone.
- It is essential to be bilingual in Spanish and English
- Demonstrable ability to collaborate and build strong relationships with customers and to engage across corporate functions (Services, Product Management, Development, QA, Operations)
- Ability to generate a sense of urgency and rally appropriate resources
- Strong problem solving, priority setting, facilitation, multi-tasking, and analytical skills
- Ability to mentor, coach and lead a team to success
- Prior experience with Financials & Supply Chain or other enterprise software applications
- Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
- Ability to balance multiple priorities and communicate across diverse teams within the organization
- Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
- Solid understanding of case handling and escalation procedures
- Más de 4 años dirigiendo un equipo técnico y/o experiencia en la gestión de equipos de ingeniería de software.
- Más de 6 años de experiencia en ingeniería de soporte técnico, en los que haya brindado soporte técnico para problemas de software y entornos con aplicaciones de software empresarial: SaaS, Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP en el sitio, Peoplesoft, Kronos, Cornerstone, etc.
- Es imprescindible ser bilingüe en español e inglés
- Capacidad demostrable de colaborar y entablar relaciones sólidas con los clientes e involucrarse en las funciones corporativas (servicios, gestión de productos, desarrollo, control de calidad y operaciones).
- Capacidad para comprender de urgencia y reunir los recursos adecuados.
- Sólidas habilidades de resolución de problemas, definición de prioridades, facilitación, realización de tareas múltiples y habilidades analíticas.
- Capacidad para orientar, capacitar y dirigir un equipo hacia el éxito
- Experiencia previa con cadenas de suministro, sistemas financieros u otras aplicaciones de software empresarial
- Capacidad para interactuar con varios equipos y coordinarlos a fin de identificar y plantear la importancia de cuestiones críticas, para obtener resultados rápidos.
- Capacidad para equilibrar varias prioridades y comunicarse con diversos equipos en la organización.
- Demostrar resiliencia cuando se encuentre ante plazos de resolución ajustados y prioridades contrapuestas u opuestas.
- Conocimiento sólido sobre manejo de casos y proceso de escalamiento
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hace 6 días
Descripción
About the Role
As a Technical Support Delivery Analyst Manager, you will lead a team in providing technical support to customers and consultants on complex products and applications. You will also direct Engineering teams in diagnosing and troubleshooting highly technical software issues and collaborate with multiple stakeholders through resolution.
Información sobre la función
Como Gerente analista de prestación de soporte técnico, dirigirá un equipo que brindará soporte técnico a clientes y consultores para productos y aplicaciones complejos. También dirigirá a los equipos de ingeniería en el diagnóstico y la solución de problemas de software altamente técnicos y colaborará con múltiples colaboradores en la resolución de los mismos.
About You
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