Job description 

In one sentence

The role of a customer support account Lead is to be the primary point of contact between Amdocs and our Helix suite customers. Responsible for managing the relationships with the company's existing customers and ensuring their technical support needs are met in a timely and satisfactory manner.

What will your job look like?

The customer support account lead has a critical role in maintaining customer satisfaction, driving customer loyalty, and contributing to the overall success and growth of the company.

1. Customer Relationship Management: Build and maintain strong relationships with clients by understanding their business needs, objectives, and challenges.
2. Issue Resolution: Act as a liaison between the customer and technical support teams to address and resolve any problems or issues the customer may encounter with the company's products or services.
3. Customer On boarding: Assist new customers in the support and Maintenance on boarding process, ensuring a smooth transition from delivery teams to the Support.
4. Renewals and Contract Management: Monitor contract expiration dates and proactively engage with customers to ensure timely renewals. Negotiate contract terms and conditions when necessary. Provide inputs to internal sales team’s regarding renewal. Identify opportunities for upselling or cross-selling products or services to existing customers based on their needs and usage patterns.
5. Customer Feedback and Satisfaction: Collect feedback from customers to understand their level of satisfaction with the company's offerings. Use this feedback to improve Helix support services, and customer support processes. Provide training and educational resources to customers to maximize their understanding and utilization of the company's products or services.
6. Data Analysis: Analyse customer service request data, usage patterns, and support tickets to identify trends and opportunities for improvement. Work with internal stakeholders to ensure existing processes are fine-tuned as per requirement.

All you need is...

1. Previous Experience: total 10 to 15 years’ experience ,5-10 years of experience working in a technical role like software developer, technical support specialist + At least 5 years’ experience as team lead.
2. BE/B.Tech or equivalent degree in Computer systems or relevant streams.
3. Certifications: Relevant certifications in areas such as ITIL, Linux/Unix, SLQ, and networking or any other software applications, or specific technologies are a plus.
4. Industry Knowledge: Familiarity with the telecom industry and market trends related to the similar OSS products or services is desirable.
5. Strong verbal and written communication skills are crucial for effective interaction with customers.
6. Strong understanding of computer systems, software applications, networking, and troubleshooting methodologies. Knowledge & prior experience of Linux/Unix systems advance commands, Good knowledge of SQL / Databases (oracle/Hadoop), ETL processes, Troubleshooting & Monitoring tools is essential.
7. Previous experience with standard support processes & methodologies like ITIL, KPIs, is essential. Also familiarity with reporting for customer and management is highly desirable.