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Lead – Shared Services Support Team
Full time Remote @Recruitment Team in Other Email JobJob Detail
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Experience 6 - 10 years
Job Description
About the Company: Founded in Los Angeles, the company also has offices in New York, London, Sydney, Vancouver, India, Ukraine, and Poland.
Qualification & Attributes
- Customer support experience with cloud technology applications
- Experience with subscription software services and customer billing applications
- Experience using help desk software, bug management, and remote support tools
- BA/BS degree preferred
- Experience as a Supervisor/Lead/Manager working with a team that handled International customers/clients.
- Strong MS Office/Google Suite skills and data analytical skills.
Duties and Responsibilities
- Respond to customer queries in a timely and considerate manner, via phone, email or chat Provide thoughtful, personalized communication to 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
- 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 it 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
- Provide occasional after-hours and weekend support and in-person support
Required skills
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