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