Technical Support Professional

Support Planner

The Support planner primarily works closely with Offering management and development on planning out the necessary support process, systems, and infrastructure changes required for the introduction of new offerings/solutions to the market place. This would include developing a technical enablement plan for the global support team. Will also plan and lead various support initiatives the global team is working on to improve their operations and customer success objectives.

Responsibilities:

• Develop support strategy that meets the business objectives of the products.
• Plan to ensure the worldwide support teams are ready at the time of product release
• Participate in discussions with Development project team
• Act as a focal point for global support communications for new releases and / or support processes or tools
• Ensure Support is ready for Support extensions
• Ensure Support is ready to work with integration of products to other HCL products
• Ensure Support is ready to work with non-other Support teams
• Work with Offering management for product enhancement and release management
• Participate in discussions around support operations, metrics, and processes.

Skill Set:

• Outstanding organization and project management skills
• Excellent cross team communication
• Excellent written and verbal communication skills and the ability to communicate at the appropriate level (ex. Executive level presentations)
• The ability to learn product functionality and the customer domain
• Ability to drive Support team and product success to make clients successful
• Self-starter, able to own and drive issues with minimal direction

Prerequisite:

Experience in the following roles: Remote Technical Customer Support Engineer, SME, Team Lead, RTL/CSPO, Quality Planner, Solution Architect, Client Engagement Manager