We are looking for support lead to work on our flagship product to support in this role, you should be able to manage the team and client. The previous experience dealing with support cases or request via e-mail, telephone in person. Responsible to manage the customer escalations and queries. Periodical review with team members on their performance improvements.
Key Duties & Responsibilities (in brief):
- Ability to understand the logic flow of programming in the Application.
- Ability to manage the team and customer escalation.
- Excellent written and spoken English.
- Excellent analytical and problem-solving skills
- Flexibility - responsibilities may require in occasional evening and weekend work.
- Communicating the closure of ticket with detailed information.
- Communicating the timeline to client, when there is effort required.
- After initial analyse from the support ticket, if required resource to have discussion with client to understand their queries in person.
- Daily support ticket status review.
- Communicating the weekly status to the customer on their tickets.
- Adhere to committed SLA.