Location: Chennai
Experience: 5–8 Years
Salary: Up to ₹40,000 per month
Employment Type: Full time
Role
We are looking for a Customer techicalsupport to lead our ERP support team and manage customer relationships for our RetailPOS ERP product.
The role is responsible for ensuring timely support delivery, driving AMC renewals and collections, coordinating with implementation and development teams, and improving customer satisfaction.
The ideal candidate should have experience managing software support teams, customer escalations, and service operations.
Key ResponsibilitiesTeam Management
Lead and manage the L1, L2, and Customer Success teams.
Assign, prioritize, and monitor support tickets.
Ensure SLA compliance and timely issue resolution.
Conduct daily review meetings and monitor team productivity.
Mentor and train support engineers.
Customer Success
Build long-term relationships with customers.
Conduct periodic customer review meetings.
Handle customer escalations and ensure satisfactory resolution.
Improve customer retention and product adoption.




AMC Renewal & Collections
Drive Annual Maintenance Contract (AMC) renewals.
Follow up with customers for AMC quotations, renewals, and payments.
Monitor outstanding receivables and work towards monthly collection targets.
Coordinate with the accounts team for invoicing and payment reconciliation.
Prepare weekly and monthly AMC collection reports.
Operations & Coordination
Coordinate with the Implementation and Development teams for product issues and change requests.
Track pending issues and ensure timely closure.
Maintain customer communication throughout issue resolution.
Improve support processes and documentation.
Reporting
Prepare reports on ticket volume, SLA performance, customer satisfaction, AMC renewals, and collections.
Present key operational metrics to management.
Identify recurring customer issues and recommend process improvements.

Requirements
Bachelor's degree in Computer Science, Information Technolog

📌 Software Technical Support (Chennai)
🏢 Unipro Tech Solutions
📍 Chennai