Customer Support Lead World Compliance Technologies- OCR

About World Compliance Technologies- OCR

World Compliance Technologies is a provider of secure ID and access management. WCT's software suite automates the identification of people, the automation of processes, and the enforcement of security and regulatory policies that are crucial to the safe and profitable operation of your business. The product suite includes middleware and ready-to-deploy application software for e-government and enterprise deployments. With a strong emphasis on product research and development, WCT's biometric solutions have paved the way in identity and security management. Additionally, the product provides automated Watch List Screening for Trade Compliance and Visitor Management Solutions.

Job Description

Location: Gurgaon (WFO)
Budget- 15 LPA- 18 LPA 
Notice period- Immediate- 30 days (max)
Experience- 8-12 Years
Skills required- Java, SQL Server, Oracle, Good knowledge of support processes, metrics and SLAs, networking protocols and components.
Interview process- 2-3 technical rounds.

OCR Group is a leader for software solutions in Global Trade Compliance Regulation and
process. OCR solutions innovate and streamline the export and import process, so that its clients
can focus on what’s really important – the growth of their core business and their bottom-lines.
OCR is a trusted partner to a roster of Fortune 500 companies in industries ranging from
aerospace to finance.
OCR India center is a key entity of OCR Group building the Trade Compliance Solutions. OCR
India has a team of seasoned industry professionals and offers a challenging and vibrant
environment for IT professional.

Roles and responsibilities:
? Assessing the technical needs of Customers
? Establishing and maintaining strong relationships across teams (Customer, Product, Engineering)
? Define customer support metrics and implement the same
? Measure service satisfaction levels
? Managing and upholding the troubleshooting escalation process
? Managing hardware and software assets (mainly application and software assets)
? Resolving system and application issues
? Working with third parties to rectify issues
? Identifying gaps in the support process and amending it accordingly
? Prepare and manage support budget
? Build a high performance support team.

Job Skills Required:
? Engineer or relevant technical qualification with 8 to 12 years of relevant experience
? Excellent software knowledge: Java, SQL Server, Oracle,
? Excellent knowledge of networking protocols and components
? Good knowledge of support processes, metrics and SLAs
? Excellent problem solving skills
? Excellent communication, conflict resolution and negotiation skills
? Good interpersonal skills
? Ability to work under pressure and prioritize tasks.