Customer Support, Team Lead

Your core responsibilities include:

• Overseeing the daily operations of your team as well as participating as an active member of the team
• Training on Product Knowledge which is done continuously proactively with team members and other departments
• Monitoring the Ticketing System used by Support team and make sure that all tickets are updated.
• Introducing policies and procedures to improve processes, response times and creating training resources for your team
• Providing technical support and customer service to all clients from across the globe (installation, troubleshooting, etc.) by phone, email, chat and remote assistance
• Performing basic testing for every issue reported by clients
• Communicating client feedback to the Development Team with documentation of encountered problems and possible improvement of procedures and applications
• Coordinating technical issues and resolutions with internal stakeholders and ...