Lead – Shared Services Support Team

Job Detail

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

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