The Lead Technical Support Specialist is the primary customer facing Technical Support contact forcustomers, both external as well as internal.
Primary responsibility is to help customers to solve technical issues and to answer any questions about the features and capabilities of the products.
Coverage of Technical Support Helpdesk (Hotline, mail, live-chat, and web support
Provide pre- and post-sales technical and sales support assistance for internal and external customers : facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues and product recommendations.
Areas include, but are not limited to, configurations, documentation requests, application functionality, and other areas as related to system operations
Timely resolution is of high importance. Support cases will have to be timely escalated higher up when appropriate
Build relationships with customer base and become knowledgeable about the customer’s needs. Keep the customer updated on the status of reported problems.
Communication with strong focus on customer service and solution quality
Deliver product training & product presentation to colleagues
Facilitate issue identification and analysis
Investigate and resolve technical issues
Track requests resolution
YOU MUST HAVE
High School Diploma, or equivalent. Some experience in the field.
Excellent / Fluent in English, both verbal and in writing
Minimum 2-3 years related work experience in a Technical Support / Technical Service Desk environment
Bachelor degree in Management, Computer Science or a technology related discipline
Experience in the industry is preferred
Good interpersonal and verbal & written communication skills
Strong continuous improvement mindset, strong leadership impact
Experience with Salesforce.com and SharePoint
Demonstrated experience with Knowledge Management & Call Center Management
Good administration skills
Some experience with a variety of the businesses product programming languages
Job ID : HRD54414