Job Title : Support Systems Consultant
Responsibilities
- Lead customer support tools projects for one or more products and tools; be a trusted advisor create innovative support solutions.
- Lead business requirement gathering, oversee implementation, and manage launch readiness with internal and external stakeholders.
- Prioritize projects to meet business objectives; identify areas of improvement and use data to influence Engineering roadmap.
- Influence partner teams to prioritize, build, and configure features that delight our users and agents, and create the most impact; create Business Requirement documents and User Acceptance Test (UAT) plans.
- Build relationships with members of the Support Teams, as well as cross-functional organizations (engineering, product managers, etc.).
Minimum qualifications
- Bachelor's degree or equivalent practical experience.
- 5 years of program/project management or consulting experience in the software development industry.
Preferred qualifications
- Experience in customer support operations.
- Experience in change management, ensuring adoption and measurement of post-release impact.
- Excellent written and verbal communication skills, with the ability to build relationships with both business and engineering stakeholders.
- Ability to work with data and analytics.
Location : Hyderabad, Telangana, India
