- Entry level
- No Education
- Salary to negotiate
- INDIA, IN
Stratus – Uptime for a Connected World
People count on Stratus when their important computer applications need to be up and running all the time. Current customers include credit-card and ATM networks, hospitals, utilities, securities and brokerage firms, 9-1-1 emergency call centers, and many other mission-critical deployments.
Stratus is expanding our customer service operation in Bangalore, adding an experienced and dynamic service leader to oversee a team of service and support professionals delivering technical support to our global customers and partners. The successful candidate will have experience building and leading technical teams delivering mission critical support with a focus on operational excellence. This role is responsible for management of our 24x7 frontline Customer Service team, who perform call center and first customer contact responsibilities and our Level 1 Technical Support team supporting Stratus Software and Edge products. This is a unique ground floor opportunity to establish and build our Bangalore call center service team from the start. You will work collaboratively as a member of our experienced management team who foster and have a passion for delivering outstanding service to our customers and partners. If you’re a passionate, skilled service leader with experience building and managing call center and technical support teams, we should talk.
Oversee and manage all staffing responsibilities including interview & selection, training & development, motivate/reward/counsel and corrective action in accordance with company culture and practices.
Manage team of service representatives providing 24x7x365 omni-channel Customer Service activities to a worldwide customer base.
Manage team of Technical Support Engineers providing Level 1 support for everRun and ztC Edge products.
Work collaboratively to select and implement necessary systems and infrastructure to establish a 24x7 call center operation.
Implement and refine policies and procedures which drive a consistently outstanding customer experience.
Use performance management techniques which recognize outstanding performance and emphasize accountability and corrective actions for areas of improvement across the team.
Foster positive employee morale through building trust, respect and credibility while embracing Stratus core values.
Use KPI’s and metrics to report and communicate team performance and forecast future operational needs.
Work collaboratively with global team of peer managers to ensure organizational goals are being met and customers are being delighted.
SKILLS & QUALIFICATIONS
BS/BA Degree in a technical or management discipline, or its equivalent.
Minimum 5 years of management experience in a 24x7 business critical customer (external) support operation.
Fluent in support processes including case management, escalation and backlog management.
Experience with service operation tools and technology such as case management, knowledge base, self-service portal and telephony solutions.
Operational experience analyzing and interpreting service metrics and KPI’s used to measure and report on the health of the business.
Strong organizational skills and ability to multi-task.
Excellent English communication skills, both verbal and written are a must.
Stratus India office has been setup in Bangalore, India (partnering with ATG). It is established to perform activities for Engineering, Customer Service and IT teams. Engineering teams have been established to work on development and maintenance projects across product lines (ftServer, ztC, everRun) and operating systems (Windows, RHEL, ESX, VOS). Customer Service teams comprises of Customer service representatives, L1 and L2 support engineers. IT team performs IT support activities across various operating systems and functions.
Employees are offered wide range of benefits including good insurance policy, meals, vacation, PF, Gratuity and Leave encashment.