Team Lead Customer Support (Mumbai, IN)

DETAILS

Country:India

Office Location:Mumbai, IN

Experience Level:8-10 years

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If you share a true passion for technology, enjoy working together in developing solutions, sharing ideas and exchanging knowledge, we want to talk to you. 

The APAC region, and India in particular, represents a major growth opportunity for Sparta due to the large concentration of life sciences companies in or near Mumbai.  Sparta Systems is the Leader in Enterprise Quality Management Solutions (EQMS), and we invite you to come grow with us!
The Team Lead of Customer Support will manage and mentor staff and help our customers by delivering remarkable customer support experiences across many channels – voice, email and the web. Our global web based enterprise software platform allows our clients to successfully manage various quality aspects of their daily business operations. This opportunity is both exciting and challenging! The right candidate will have the opportunity to use their current technical skills while giving them the chance to increase their skill set into areas you may not have expected. Our product suite provides the customer the ability to use mobile applications, cloud based products and on premise installations. Reporting to the Manager, the Team Lead of Customer Support will bring/maintain customer satisfaction as well as manage and direct the activities of the Support Center team. Create, implement and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency and effectiveness of the Contact Center team.
Required Skills:
  • Manages and directs the activities of the Support Center team. Ensures subordinates receive adequate training to perform duties and responsibilities effectively. Works with Support Center Management to ensure staff is adequate to handle call volume. 
  • Identifies support priorities and clients that require special handling to maintain customer satisfaction
  • Identifies obstacles to meeting set performance targets and recommend actions to be taken to improve performance.
  • Create, implement and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency and effectiveness of the Contact Center team.
  • Forecast reporting and performance reporting.
  • Management of project plans to ensure timely delivery of outcomes.
  • May perform responsibilities of subordinates in their absence.
  • Creates monthly schedules/rotation on the Support Center team and monitors adherence
  • 8 to 10+ years of software technical support experience with a strong customer focus and working knowledge of relational database management software including Oracle and MS SQL, specifically SQL querying and navigating complex structures.
  • A minimum of 1+ years of Salesforce support and/or experience, with a strong customer focus, and working knowledge of relational databases, including Oracle and MS SQL.
  • Experience with other tracking software systems, document management systems or other quality management software applications is preferred.
  • Strong investigation skills including problem solving techniques such as java code debugging.
  • Excellent communication skills (written and verbal) allowing for the ability to interact with a diverse group of customers, developers, testers, administrators, and project teams.
  • Bachelor’s Degree in Business or Computer Science or equivalent relevant work experience 
  • Able and willing to travel as required, internationally on short-term basis 
  • Able to work on a shifting schedule
Preferred Skills:
  • Exposure to various different supporting software tools to aid in performance monitoring and error detection.
  • Experience working and configuring application servers, such as Apache Tomcat and JBOSS.
  • Cloud Support Experience in a fast paced, high demand environment.
  • Salesforce Certification and/or SFDC Platform knowledge.
Sparta Systems Offers:
  • Competitive salaries and benefits package
  • Employee engagement programs such as Sparta Gives Back, Wellness, Spirit Committee, etc.
  • An opportunity to work for the world's premier provider of cloud and on-premise quality management software
About the Company:

Sparta Systems is the leading provider of Enterprise Quality Management Software (EQMS) solutions that drive and enhance quality and compliance for leading pharmaceutical, medical device, CPG and other companies globally. With over $100M+ revenue, the company has a demonstrated track record of long and sustained growth.

Founded in 1994, Sparta has operated for over 20 years as the pioneer, innovator and thought leader within the EQMS space, with its flagship TrackWise and TrackWise Digital solutions serving as the clear industry “gold standard”. The company has global operations, serving a diverse and loyal customer base of over 400 companies across the pharma, medical device, consumer and manufacturing sectors in the US, Europe and Asia, including 44 of the top 50 pharmaceutical companies in the world and 13 of the top 15 global medical device companies. Sparta Systems offers its customers a complete solution for global quality management needs, including the onsite support required throughout the project lifecycle.

Sparta is currently partnered with New Mountain Capital (“NMC”), a leading growth-oriented investment firm. NMC is interested in continuing to drive the company’s existing organic and inorganic growth opportunities within both existing and adjacent markets. 

Life is short… Work somewhere outstanding… Sparta Systems!

Sparta Systems in an Equal Opportunity Employer with our Headquarters located in Hamilton, NJ, USA

 

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