Customer Support Lead at Alleo | Powderkeg

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
Job Summary
  • Job Title
    Customer Support Lead
  • Company
    Alleo
  • Location
    Carmel, IN + more
  • Employment Type
    Full time
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