Lead Support Specialist

Hybrid @Varsha BIG IT JOBS in Other
  • Ahmedabad, Gujarat, India View on Map
  • Salary: ₹250,000.00 - ₹550,000.00 / Yearly
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Job Detail

  • Experience 3 - 5 years

Job Description

About Company – 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 Talent Systems 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 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.

Required skills

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