L1 Manager- Noida

L1 Manager- Noida

Position- L1 Manager

Job Location- Noida

Key Role:

Technical support/ application support/ L1 Manager-Noida

  • Ensure that L1 Support provides timely and accurate support on a daily basis and ensure that all individual and team KPIs are met; escalate internally any risks which would make it impossible to meet those KPIs and trying to mitigate those risks
  • Manage the L1 Support team and evaluate performance of staff within the team on an ongoing basis as well as via periodic performance reviews
  • Identify ways to improve the customer support experience throughout the lifecycle of a ticket
  • Collaborate with the L2 Support Manager to streamline escalations between L1 and L2 and regularly monitor the health of the escalations between these groups
  • Ensure that the professional development needs of the team are being met and that employees are happy and fulfilled
  • Maintain first-hand product and support process knowledge by working support deliverables 20% of the time

Company Overview

Prospecta was founded in 2002 in Sydney Australia to provide data management and automation software for enterprise clients. Prospecta has evolved to be a leading data management software company. Prospecta’s flagship product, MDO (Master Data Online), is an enterprise Master Data Management (MDM) platform that enables data management processes: from the creation of accurate, compliant and useful master data through to data disposal.

We are experiencing rapid growth globally and are expanding our product portfolio with new features, capabilities and industry specific solutions.  We have a strong process in asset intensive industries such as Energy and Utilities, Oil and Gas, Mining, Infrastructure and Manufacturing.

Our head office is in Sydney Australia with regional offices in India, the U.S. and Germany.

Job Category: Technical Support
Job Type: Full Time
Job Location: Noida

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