
Customer Support Lead
1 week ago
Key responsibilities:
- Lead and manage a team of 5 support engineers, providing guidance, training, and mentorship.
- Schedule and coordinate shift rotations to ensure continuous support coverage (24/7).
- Oversee and prioritize the support ticket queue, ensuring timely responses and resolutions.
- Coordinate with internal teams to escalate and resolve critical issues.
- Notifying customers as necessary
- Act as an escalation point for high-priority or complex issues, ensuring customer satisfaction and retention.
- Maintain regular communication with customers, providing status updates and feedback.
- Generate and review daily, weekly, and monthly support performance reports.
- Collect and analyze feedback to identify areas for improvement in support processes.
- Implement and monitor KPIs such as response time, resolution time
Qualifications:
- Bachelor's degree in Information Systems, Computer Science, or relevant experience.
- 8+ years of experience in a customer support role, with at least 3+ years in a supervisory or lead position.
- Proven experience in managing 24/7 support operations and teams.
- Required: Familiarity with support ticketing systems and KPIs (e.g., SLA adherence, CSAT).
- Required: Over 3 years of experience with Linux (Windows experience is a plus).
- Required: Over 3 years of experience with SQL/NoSQL databases.
- Required: Proficiency in diagnosing and resolving basic technical issues.
- Required: Fluent in both spoken and written English.
- Required: Willingness to work shifts, including one weekend per month (24/7 shifts).
- Required: Exceptional communication skills.
- Required: Customer-focused and able to remain calm under pressure.
- Preferred: Proven experience with Java programming.
- Preferred: Experience with ITIL or other support management frameworks.
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