iScala Technical Support Lead

Key Responsibilities

• Lead and mentor a team of technical support specialists.
• Serve as the primary point of contact for escalatediScalasupport issues.
• Analyze and troubleshoot customer issues related toiScalaERP.
• Collaborate with cross-functional teams to improve product functionality and user experience.
• Develop and implement support processes and best practices.
• Provide training and knowledge transfer to team members and customers.
• Ensure customer satisfaction through effective communication and problem resolution.
• Stay up to date withiScalaupdates and enhancements.

Qualifications

• Bachelors degree in computer science, Information Technology, or related field.
• 10-12 years of experience in technical support, with at least 5 years in a lead or supervisory role.
• Strong knowledge ofiScalaERP system and related technologies.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills.
• Ability to work effectively in a fast-paced environment.
• Experience in managing customer relationships and expectations.

Preferred Skills

• Experience with ITIL framework.
• Knowledge of scripting or programming languages.
• Familiarity with database management and SQL.