SHD048 - CUSTOMER SUPPORT LEAD II

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SHD048 - CUSTOMER SUPPORT LEAD II

Sales

Remote

Senior

Full-time

Responsibilities

  • Primarily own and manage support tickets escalated for level 2 resolution

  • CS/Support Team’s First Line of Contact for customer issues needing next level technical support

  • Support user questions/concerns via email support and chat support channels

  • Escalate and follow-up on Tier 3 system issues/bugs requiring developer’s support until successful resolution

  • Field and communicate technical client feedback via Support channels to appropriate internal teams to help drive the user-centric evolution of the company

  • Collaborate with Customer Success and Engineering and across other teams to use customer feedback to drive product development and innovation.

  • Execute tasks according to defined processes and procedures consistently.

  • Perform other tasks as may be assigned by the Senior Technical Support Engineer and/or by the Customer Support Manager.

Infomation

Offered Salary

1,500 $ - 2,700 $

Skills

Requirements

  • Bachelor’s degree in IT, Computer Science or Information Management

  • At least 2 years experience in a customer-facing role in a technical support capacity and function

  • At least 1 year experience of using any CRM Software (i.e. Zendesk, Siebel, Intercom, Hubspot, etc.)

  • Presents very organized and structured thinking for planning and execution purposes

  • Utilize forward-thinking to implement creative ways to solve complex customer challenges

  • Flexible and amenable to work on any shifts at a given customer timezone. Willing to work on weekends and on holidays when business need may so require.

Competencies

  • Knowledge in troubleshooting scripts

  • Knowledge in doing mobile testing

  • Solid knowledge of Postman and other similar tools

  • Exceptional organizational and analytical skills

  • Excellent communication and presentation skills

  • Ability to analyze and utilize data to drive insights related to product, user education, and support improvements

  • Ability to make timely decisions and have sound judgment

  • Ability to collaborate within internal, cross-functional and cross-cultural teams (e.g. product management, other customer success team members, customer support, sales and operations) to deliver effective solutions to customers

  • Strong individual contributor with a commitment to the customer

Benefits

Salary range: Negotiate