Senior Support Consultant / Manager

Location

Thiruvananthapuram | India

Job description

Company Description

Diagnal is a leading provider of next-generation apps, metadata management, and marketing automation solutions for premium video streaming service providers. We help our clients grow their businesses by delivering innovative solutions that engage viewers and enhance user experiences. For more information, visit our website at

Looking For: Senior Support Consultant / Manager

Experience: 8+ Yrs

Location: Pan India

We are looking for an experienced Support Consultant to help lead our team on support processes, systems and value proposition to our Tier 1 customers. This is an exciting opportunity for someone to apply their expertise in the field of technical support within the media technology industry.

1. Developing and implementing support processes: The Senior Support Consultant will be required to develop efficient and effective support processes. This includes creating standard operating procedures, workflows, and guidelines to ensure consistent and high-quality support.

2. Escalated customer issues: The Senior Support Consultant will be required to design Customer Escalation frameworks to deal with potentially high impact incidents through to timely resolution

3. Generating and analysing support metrics: Senior Support Consultant will be required to streamline reporting metrics, such as response time, resolution time, incident volumes and customer satisfaction to identify areas for immediate and long term improvement.

4. Collaborating with other departments: The Senior Support Consultant will be required to work closely with other departments, such as sales, engineering, and marketing, to ensure seamless support processes are developed. This includes providing feedback from customer interactions to help improve solutions or services.

5. Staying updated on industry trends: The Senior Support Consultant will be required to implement best practices in technical support. In order to do this, they must be well informed about the latest developments in the field.

Overall, the Senior support Consultant at DIAGNAL will play a crucial role in taking the support function through a process of improvement

. Here's what we are looking for in candidates for this job

• B-Tech Degree
• 10 years of experience in support with at least 5 years experience at Senior Support level
• ITIL foundation certification, or any additional experience and knowledge of ITIL Best Practice Methodology is an advantage
• Experience in the Tech Industry - small to medium size business - with customers in video streaming, Ecommerce or similar direct to consumer service
• Prior experience leading a client facing support team for international markets
• Expertise in support ticket management platforms
• Possess strong analytical skills, being able to work with data and produce meaningful reports is key
• Possess strong problem solving skills
• Good organization skills
• Good verbal and written communication
• Possess strong leadership and ability to manage the support team
• Support experience with Tier 1 customers is essential

Job tags

Salary