Role & responsibilities
Prism IT Solutions is a Pune-based Five Star Certified TallyPrime Partner, with 28+ years in business and about 9000+ SME customers. We are looking for a manager to lead our Tally service support operations and coordinate our Tally customisation (TDL) projects.
Tally service support operations
- Lead the desk and field support teams and manage their daily work.
- Review open tickets, ticket closures and field check-ins/check-outs every day.
- Handle the team of Field Support for optimum Customer Satisfaction
- Monitor call volumes, call duration and support quality using our call analytics tool.
- Act promptly on churn-risk customers and calls that need attention.
- Handle customer escalations and resolve the root causes of repeat problems.
- Create sales opportunities found in support calls (AMC, customisation, Cloud, Odoo) to the Sales team.
Project coordination (TDL)
- Coordinate customisation projects from scoping document to go-live.
- Maintain project and TDL timelines and the implementation calendar.
- Coordinate between customers, developers and implementers.
- Arrange implementer training and TDL testing, and report bugs or requirement gaps.
- Follow through on installation, UAT, bug fixing and go-live.
- Follow up on project payments with the Accounts team.
Preferred candidate profile
- 5 to 8 years of experience in Tally support or implementation, including at least 2 years leading a team.
- Strong working knowledge of TallyPrime and a good understanding of accounting and business processes.
- Experience with ticketing, CRM or call-monitoring systems, and comfort working with reports and data.
- Experience coordinating customisation or implementation projects. TDL coding skill is not required.
- Good spoken and written English, Hindi and Marathi.
- Willingness to visit customer sites in and around Pune when needed.
- A graduate degree, preferably in commerce or IT.
- An ownership mindset, with the ability to be fair but firm with the team and calm with customers.
Perks and benefits
- Competitive salary with performance-based incentives.
- Career growth and advancement opportunities.
- Product training and ongoing support.
- Supportive and professional work environment.
