
Expert Technical Problem Solver
1 day ago
Technical Customer Support Lead
Description:This is a challenging role that requires a strong sense of ownership and a passion for improving customer support processes and outcomes. As a Technical Customer Support Lead, you will be responsible for providing exceptional technical support to customers, managing multiple priorities in a fast-paced environment, and identifying root causes of issues.
You will work closely with cross-functional teams and be comfortable working across time zones, with partial overlap with US business hours. Experience with support ticketing systems such as Jira Service Desk and reporting project configuration experience is a plus.
Key Responsibilities:- Provide technical support to customers via phone, email, or chat
- Manage and resolve complex technical issues, escalating when necessary
- Analyze and resolve customer complaints in a timely and professional manner
- Collaborate with internal stakeholders to improve customer support processes and outcomes
- 5+ years of experience in SaaS technical support, customer operations, or similar project-focused roles
- Excellent written and verbal communication skills
- Strong analytical and problem-solving skills
- Intermediate to advanced proficiency in Excel and SQL
- Ability to manage multiple priorities in a fast-paced environment
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