About the job
We are seeking a Customer Support Leader who has strong
support/troubleshooting fundamentals, experience building/implementing lean
support processes, and who enjoys making customers happy.
Candidates are self-motivated with a proven track record in support management
tools. In this role it will be important to be organized, analytical, adept at
working in a team environment, and able to operate in different capacities
handling multiple priorities.
Responsibilities
- Apply industry best practices to ensure consistent, repeatable, and high quality service desk support
- Contribute to improving customer support by actively responding to issues in accordance to define response times
- Create, communicate and maintain defined key performance indicators for support management
- Ensure customer satisfaction by maintaining constant communication on open support issues
- Promote customer self-help by developing and maintaining support documentation
- Assist with quality assurance activities to increase product knowledge and awareness
- Lead issue escalation and detailed root cause analysis when necessary
Qualifications
- Excellent written and verbal communications skills
- Track record of proven troubleshooting skills for both application software and hardware systems
- Solid technical background with an ability to provide instructions to a non-technical audience
- Proficiency with Microsoft Windows based operating systems, networking and modern web browser developer tools
- Knowledge and understanding of basic web-based programming languages (e.g. html, javascript, css, etc.)
- Hands-on experience with support ticketing platforms and remote control software tools
- Familiarity in cloud development platforms with an emphasis on Microsoft Azure