Technical Support Lead

Summary

Join a dynamic team as a Technical Support Lead, providing expert system support and engaging with clients to reduce platform downtime, enhance user satisfaction, and improve customer retention.

Requirements

• Experience: 2+ years in Technical Support or Customer Support, Software System Support, or a related role, preferably in tech or SaaS environments
• Technical Expertise: Strong understanding of software systems and the ability to troubleshoot technical issues effectively. Familiarity with cloud-based platforms and ticketing systems is a plus
• Communication: Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely to both technical and non-technical audiences
• Problem-Solving: Strong analytical and troubleshooting skills, with a proactive approach to identifying and resolving issues
• Customer Focus: A customer-centric mindset with a passion for helping clients achieve their goals and maximize platform value
• Organization: Highly organized with the ability to manage multiple client issues and priorities while maintaining high-quality service

Responsibilities

• Serve as the first point of contact for clients experiencing technical issues, troubleshooting and resolving platform-related problems
• Proactively escalate complex or critical issues to development or product teams, ensuring swift resolution and effective communication with the client
• Maintain a detailed log of all issues, resolutions, and customer interactions to build a knowledge base for both clients and internal teams
• Conduct inbound and outbound sessions to guide clients on maximizing platform features and functionalities, addressing any inquiries they may have
• Proactively reach out to clients with recommendations on optimizing their system setup to better align with their business goals
• Proactively engage with clients through regular check-ins to assess platform performance, ensure satisfaction, and identify potential challenges
• Build and maintain strong relationships with clients, staying attuned to their evolving needs and offering timely, proactive solutions
• Track client engagement and usage metrics to identify potential risks of churn, taking necessary actions to retain customers and enhance their experience

Benefits

• Competitive Salary: Up to $1,700 per month, based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Health Coverage: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance