Senior Manager - Product Support

Job Title: Senior Manager – Product Support 

Who are We…

Acqueon’ s revenue execution platform lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, improve collections and re-engage with otherwise-defecting customers.

Acqueon is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Acqueon delivers business value using revenue execution platform, please visit www.acqueon.com

Job Summary:

The Product Support Manager with Contact Center Experience is responsible for providing advanced support and expertise in the company’s products, particularly as they relate to contact center environments. This role involves acting as a key resource for complex technical issues, mentoring support teams, and working closely with product development and customer success teams to ensure that the product meets customer needs. The SME will leverage their deep knowledge of contact center operations and technology to drive product improvements and deliver exceptional customer support.

Key Responsibilities:

• Technical Support and Troubleshooting:
• Serve as the go-to expert for resolving complex technical issues related to the company’s products, particularly in contact center environments.
• Provide high-level support to customers, including troubleshooting, diagnosing, and resolving product-related issues.
• Collaborate with the support team to escalate and resolve critical incidents, ensuring minimal disruption to customer operations.
• Knowledge Sharing and Mentoring:
• Act as a mentor and resource for the product support team, sharing knowledge and best practices related to the company’s products and contact center operations.
• Develop and deliver training sessions and materials to enhance the technical skills of the support team.
• Maintain a knowledge base of common issues, solutions, and best practices to assist in faster resolution of customer queries.
• Product Expertise and Improvement:
• Work closely with the product development team to provide insights and feedback on product performance, particularly in contact center environments.
• Participate in product testing, quality assurance, and feature enhancement initiatives to ensure that the product meets customer needs.
• Identify opportunities for product improvements based on customer feedback and contact center best practices.
• Customer Engagement and Relationship Management:
• Engage directly with key customers to understand their specific needs, challenges, and requirements related to contact center operations.
• Provide tailored support and solutions to ensure customer satisfaction and successful product adoption.
• Collaborate with the customer success and sales teams to support customer retention and growth.
• Documentation and Reporting:
• Create and maintain detailed documentation of product features, technical configurations, and troubleshooting procedures specific to contact center use cases.
• Prepare and present reports on product support metrics, customer feedback, and product performance in contact center environments.
• Contribute to the continuous improvement of support processes, tools, and documentation.
• Cross-Functional Collaboration:
• Work closely with other departments, including product management, engineering, and sales, to ensure alignment on product strategy and customer needs.
• Provide insights and recommendations to improve product functionality and support processes based on real-world contact center experience.
• Participate in cross-functional meetings to discuss product roadmaps, feature requests, and customer feedback.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field; relevant certifications in contact center technology or product support are a plus.
• 10 + years of experience in product support, technical support, or a related role, with a strong focus on contact center technology and operations.
• Deep understanding of contact center environments, including telephony, CRM systems, IVR, ACD, and other related technologies.
• Proven track record of troubleshooting complex technical issues and providing high-level support in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.
• Experience in mentoring and training support teams, with a focus on knowledge sharing and skills development.
• Familiarity with product management processes and the ability to provide actionable feedback to product development teams.
• Strong analytical and problem-solving skills, with the ability to think critically and provide innovative solutions.
• Proficiency in using support tools, CRM systems, and knowledge management platforms.
• This role requires working in a night shift to support global operations/customers. Flexibility to adjust schedules based on business needs is preferred.

This is an excellent opportunity for those seeking to continue to build upon their existing skills. The right individual will be self-motivated and a creative problem solver. You should possess the ability to seek out the correct information efficiently through individual efforts and with the team. By joining the Acqueon team, you can enjoy the benefits of working for one of the industry’s fastest growing and highly respected technology companies. If you, or someone you know, would be a great fit for us we would love to hear from you today! Use the form to apply today or submit your resume