What are the responsibilities and job description for the CX AI Tech Support Supervisor position at Axiom Path?
Job Description
Job Description
Roles and Responsibilities :
Customer Success : Enable exceptional customer service experiences.
Technical Leadership : Serve as a seasoned product specialist, handling critical escalations, leading customer interactions, and collaborating with cross-functional teams.
Team Mentorship : Mentor and guide L2 Product Specialists, providing technical direction and support.
Problem Solving : Perform root cause analysis, data analysis, and solution design for complex technical issues.
Global Collaboration : Work effectively with global teams.
Process Management : Manage release, change, and escalation processes.
Performance Monitoring : Monitor SLAs, KPIs, and resource utilization.
Knowledge Sharing : Share knowledge with team members and contribute to process improvements.
Product Management : Plan, execute, and track product releases and enhancements.
Customer Focus : Prioritize customer satisfaction, technical proficiency, and timely support delivery.
Cross-Functional Collaboration : Collaborate with the Customer Success team to drive support excellence initiatives.
Business Continuity : Develop and maintain business continuity plans.
Team Development : Foster professional growth through training, mentoring, and community engagement.
Desired Experience / Target Industries / Domain :
8-12 years of experience
Strong Linux expertise (RHEL, CentOS, Ubuntu)
Proficiency in supporting Java-based products / applications
Advanced SQL or PL / SQL skills for databases like PostgreSQL, MongoDB, and MS SQL Server
Experience with cloud platforms (AWS, Azure, GCP)
Contact center operations and chatbot experience
Domain knowledge in BFSI, Telecom, Retail, Healthcare, etc.
AI conversational analytics, data analytics, and data visualization tools (e.g., Tableau)
Experience in 24 / 7 support operations and remote team collaboration
Expertise in developing technical support metrics
Data analysis skills to identify opportunities for customer success
Project management and cross-functional collaboration skills
Conflict management, operations management, and solution design experience
Service improvement and continual service improvement program experience
Technical expertise in scripting, virtualization, cloud platforms, automation, and monitoring tools
Essential Certifications and Qualifications :
Bachelor's or Master's degree in Computer Science, Information Technology, or related field
Mandatory Skills :
Strong Linux skills (RHEL, CentOS, Ubuntu)
Java-based product / application support expertise
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