Support Lead
Skills
CoachingCustomer EngagementCustomer InteractionCustomer SatisfactionCustomer Self ServiceOrganization SkillsPerformance Metrics
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Leadership and ability to guide team in achieving goals and KPIs
- Outstanding customer and colleague communication skills
- Excellent organization skills for managing issues and coordinating customer resolution
- Collaborative teamwork and guidance for issue resolution and positive relationships
- Attention to detail for issue resolution and proactive problem identification
- Effective troubleshooting methodology and research
- Majority issue resolution and colleague coaching in troubleshooting process
- Relationship building with customers and colleagues across functions
Nice to have
- Experience supporting Salesforce applications
- Understanding of Certinia’s product portfolio (PS Cloud, ERP Cloud, CS Cloud)
- Experience in customer support with case management best practices.
- Familiarity with Certinia’s swarming and development processes
Day to day
- Under the Customer/Technical Support Manager, guide daily technical support activities for customers and partners. Ensure quality case work and meet department KPIs and objectives. Lead and prioritize team case management, removing roadblocks and ensuring resource engagement. Communicate team performance and work quality to management. Provide performance improvement direction to the team.
- Review team work for quality, contributing to KPI achievement. Act as escalation point for urgent cases, alerting management as needed. Collaborate on team projects, providing customer feedback for product improvement. Mentor less experienced team members, working on cases to stay updated on product features. Identify opportunities for knowledge content creation to aid future problem resolution and customer self-service. Provide product teams with case trends and product issue feedback. Coordinate customer assistance to manage concurrent issues and prevent escalation. Make decisions on work prioritization and quality within the team, offering coaching for improvement.