Customer Support – Lead
Hybrid @Aditi Porwal in Other Email JobJob Detail
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Experience 3 - 5 years
Job Description
The company is the leading technology solution provider headquartered in Los Angeles with offices in New York, London, Sydney, Vancouver, India, Ukraine, and Poland.
Duties and Responsibilities
- Respond to customer queries in a timely and considerate manner, via phone, email or chat Provide thoughtful, personalized communication to company users who have minimal to advanced technical knowledge
- Identify customer needs and help customers use specific features across a suite of 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
- 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.
Required skills
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