Job Description

CSM Lead

Qualifications:

• You bring 5-7 years of Level-1 support experience with enterprise SaaS solutions and some level of working knowledge of e-Commerce, supply chain management or order management solutions.
• You bring proven track record of supporting customers based in US and Canada.
• You bring a minimum 3 years of experience with one or more of the industry leading
  CRM solutions such as Salesforce, ServiceNow, Oracle or Siebel or PeopleSoft CRM,
  ZOHO, or JIRA based CRM solutions.
• You have 7 to 10 years of relevant experience working directly with US based
  customers.
• You are already ITIL certified.
• You have strong experience with your ability to review and assign tickets. Triage the
  service queue. Manage customer expectations and work with the team to resolve the high priority issues within the SLA. You create the RCA (Root Cause Analysis) documents and follow up proactive and corrective actions.
• You bring a minimum of 3 years of managing multiple customers simultaneously and efficiently by providing them quick solutions for business-critical functions.
• You have working knowledge of project management tools and software hotfix release management processes
• You are very good with verbal and written communications skills.
• You are comfortable and proficient with data formats like XML and JSON, Scripting
  languages such as XSLT and Velocity, working knowledge of Integration technologies
  such as Camel, Spring integration etc.
• You are comfortable with source code version control and build tools like Git, Maven
  etc.