Application Support Lead

Los Angeles, CA 90038

Employment Type: Contract/CTH/Perm Job Category: Desktop Job Number: 17387

JOB SUMMARY

Our client is urgently looking for a Technical Support Lead, that will provide/use  troubleshooting genius and passion for understanding the customer’ s point of view to drive the end-to-end support process for their company.  You’ ll work directly with world-class accounts to guide them through technical challenges and spread your product knowledge. If you are a problem solver, technology enthusiast, and have way with people, you’ ll excel in this role and we want to hear from you

DUTIES & RESPONSIBILITIES
  • Field all incoming support requests from customers through chat and email channels
  • Analyze and resolve customer issues, diagnose the root cause, and document research
  • Serves as the liaison between the company and the customer
  • Provide support for customer-facing internal teams on product questions
  • Partner with the engineering team to investigate highly technical issues
  • Track and measure support requests through entire lifecycle from submission to resolution
  • Communicate status and push awareness of critical issues to customer success and management teams
  • Become a subject matter expert in the company’ s platform and customer use cases
  • Use your frontline knowledge of issues impacting the customer experience to collaborate with product management team on recommended enhancements and bug fixes
  • Maintain and improve the company’ s how-to knowledge bases such as wikis, FAQs, and help articles
  • Build out new processes and tools to provide the best possible services to our customers
  • Assist in training customers and internal employees on how to use company’ s platform

REQUIREMENTS FOR THE ROLE
  • BS/BA degree
  • 2+ years of experience in a technical support or customer service role
  • Passion for delivering A+ customer service
  • Ability to think strategically and keep cool under high pressure situations
  • Highly motivated self-starter with strong self-discipline
  • Well versed with support tools such as Intercom and issue tracking tools such as JIRA
  • Familiarity with HTML, CSS, basic JavaScript, and Chrome DevTool 
  • Understanding of APIs and 3rd-party integrations
  • Excellent verbal and written communication
  • Comfortable working with cross-functional and geographically distributed teams
  • Prior experience with SaaS B2B products
  • Knowledge of ecommerce and marketing industries (preferred)
 
Element, Console, Network, Performance, Postman

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