About Company: Founded in Los Angeles, the company operates globally with offices in New York, London, Sydney, Vancouver, India, Ukraine, and Poland. As a leading SaaS-based provider in the entertainment industry, it boasts a diverse team of over 400 professionals worldwide.
Roles & Responsibilities:
● Respond to customer queries in a timely and considerate manner, via phone, email or chat
Provide thoughtful, personalized communication to Talent Systems users who have minimal
to advanced technical knowledge
● Work with other Leads in support to ensure everyone globally is aligned
● Assist team members with issues and projects
● Serve as an inspirational guide and a role model that the team can aspire to emulate.
● Identify customer needs and help customers use specific features across a suite
cloud applications, software and workflows
● Investigate technical issues and see them through to a resolution/solution.
● Monitor ticket volume and delegate to team members based on shifting volumes and
priority Assist in ongoing training efforts for new and existing team members
● Handle customer escalations as required
● Troubleshoot, analyze and escalate product bugs using JIRA
● Update our internal databases with information about technical issues and useful
discussions with customers
● Share feature requests and effective workarounds with team members
● Gather customer feedback and share with our Product, Sales and Marketing
teams Make active contributions to help achieve team KPIs and OKRs
● Inform customers about new features and functionalities
● Follow up with customers to ensure their technical issues are resolved
● Become an encyclopedia of knowledge on all Talent Systems products and
solutions
● Provide occasional after-hours and weekend support and in-person support
● Assist in training junior team members and cross-training effectively
● Strive to constantly improve overall user experience and be able to analyze team
performance to identify strengths and improvements.
● Identify and contribute to build smart solutions for common customer pain points.
Note: We appreciate every application, however, due to a high volume of applicants, only shortlisted candidates will be contacted.