Overview

The Manager II, Product Support is accountable for leading and managing direct Technical Product support staff in service of the achievement of key operational goals and continued improvement of processes. The role will be accountable for the overall performance (KPIs) and culture of our Tier III Support team and provide best in class service to RealPage clients by managing all operational matters, performance and improving efficiencies. The Supervisor must listen, problem-solve, and handle the stress of dealing with upset customers, agents, and other office personnel while always maintaining a professional and enthusiastic attitude.

The Product Support Tier3 Manager is responsible for the direction and management of Tier3 (aka Problem Management) staff in the Hyderabad Global Center. Responsible for ensuring that Case Escalations are resolved within SLS and/or escalated for Development resolution. Shares observations and perspectives on product and process improvements to reduce case and escalation volume

Responsibilities

Specific responsibilities include but are not limited to: 

• Oversee initiatives for multiple BUs/products, taking end to end ownership regarding piloting and stabilizing new products, onboard, train and set to high performance of all new hires.
• Take lead for P1 critical with higher client impact within Technical Support Team.
• Lead 1 to 2 PME Leads who would be responsible for grooming, mentoring and triaging escalations.
• Leading PME transformation initiatives, driving certain projects with minimum or no dependency.
• Collaborates with the US Tier3 leaders, providing local leadership to designated members of the Hyderabad Tier3 team.
• Meets regularly with Tier3 leadership team to receive and provide feedback for opportunities to improve process and team performance.
• Leads the local Tier3 team by monitoring and coaching staff performance. As such, works to ensure each team member is engaged, growing, and taking ownership for their work.
• Looks for opportunities to provide training and crossdiscipline connectedness for team members.
• Serves as escalation point for staff challenges and soliciting staff input for process improvements.
• Monitors escalation backlog to ensure team is able to meet SLS standards. Mitigates increase in backlog by redistributing escalations and even working escalations to ensure the team is meeting SLS.
• Identifies factors that may pose a risk to achieving service level agreements and finds ways to mitigate the risk.
• Manages escalation plan when objectives are not being met.
• Exercises independent judgment in managing Tier3 team performance and maintains discretion in significant matters.
• Facilitates constructive feedback loop to Product Support, Product and Engineering teams for improvements to process, product and customer experience.
• Manages a team of developer analysts who handle Tier3 escalations
• Oversees all real time and intraday activities to ensure service level agreements are being met and recommending solutions to operational issues as needed.
• Demonstrate sound judgment and fairness when administering policies and procedures.
• Builds effective working relationships across product support teams and internal departments.

Qualifications

REQUIRED SKILLS / KNOWLEDGE / ABILITIES

• Bachelor's degree in business, Management, or related field.
• 10 to 12 years of experience in International Technical Product Support teams of at least 25+ developer analysts or support staff.
• 5 to 7 years of Management experience.
• Technical Support expertise and notable accomplishments in a customer/client service/customer support environment.
• Strong knowledge in MYSQL, HTML, API Calling, MS Excel, Power BI).
• Excellent interpersonal skills, written and verbal Knowledge of RealPage process, technologies and products
• The ability to work with management teams to ensure clear goals regarding service level agreements.
• Strong leadership skills with the ability to anticipate, accept, adjust, communicate, coach, and execute changes.
• Strong logical and analytical abilities to foster strategies built on historical and real time data.
• Ability to react quickly and take advantage of changing business conditions in real-time.
• Highly motivated, creative, self-sufficient, and able to operate effectively without close supervision.
• Strong written and verbal communication skills
• Strong presentation skills and the ability to discuss abstract technical subjects and relate them to business processes
• Ability to work and operate under pressure, ability to multitask and effectively set priorities

Behaviors Required

• Enthusiastic: Shows intense and eager enjoyment and interest
• Leader: Inspires teammates to follow them
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Motivations Preferred
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Education Required

• Bachelor’s in Engg/Science or better in Computer Science or related field.