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Lead Technical Support Specialist

1 week ago

Chennai, Tamil Nadu, India RunLoyal: Pet Software Full time

About Us

RunLoyal is a rapidly growing vertical SaaS company based in Atlanta, GA. We are passionate about revolutionizing the pet care industry with our innovative solutions.

Job Description:

We are seeking a highly skilled Lead Technical Support Specialist to join our team. As a Lead Technical Support Specialist, you will play a vital role in providing exceptional technical support to our customers, ensuring the smooth operation of our SaaS product.

Key Responsibilities:

  • Develop and Implement Support Policies: Create and implement comprehensive support policies and procedures to streamline customer support operations.
  • Provide First-Line Technical Support: Provide timely and effective technical support to customers via phone, email, and chat.
  • Troubleshoot Complex Issues: Troubleshoot complex technical issues and escalate them to senior engineers when necessary.
  • Collaborate with Development Team: Collaborate with the development team to identify and resolve bugs, ensuring product stability and performance.
  • Stay Up-to-Date with Industry Trends: Stay current with the latest industry trends and technologies.
  • Maintain Knowledge Base: Create and update existing support documentation and knowledge base.

Requirements:

  • Bachelor's Degree in Computer Science or Related Field
  • Minimum 4-5 Years of Experience as a Lead Application Support Engineer in a SaaS-based Company
  • Proven Ability to Troubleshoot Complex Technical Issues
  • Excellent Communication Skills
  • Interpersonal and Analytical Skills
  • Able to Work Independently and as Part of a Team