Customer Support Lead II

JOB SUMMARY
The Customer Support Lead II will be mainly responsible for providing consultation and technical support to both customers and internal teams through online communication or telephone, and timely communication with other teams (Product and Development team) about customer feedbacks so as to drive product development and innovation, which help in providing better services to customers.
RESPONSIBILITIES
- Primarily own and manage support tickets escalated for level 2 resolution
- CS/Support Team’s First Line of Contact for customer issues needing next level technical support
- Support user questions/concerns via email support and chat support channels
- Escalate and follow-up on Tier 3 system issues/bugs requiring developer’s support until successful resolution
- Field and communicate client feedback via Support channels to appropriate internal teams to help drive the user-centric evolution of Inspectorio
- Collaborate with Customer Success and Engineering and across other teams to use customer feedback to drive product development and innovation.
- Execute tasks according to defined processes and procedures consistently.

REQUIREMENTS
- Bachelor’s degree in IT, Computer Science or Information Management
- At least 2 years experience in a customer-facing role in a technical support capacity and function
- Presents very organized and structured thinking for planning and execution purposes
- Utilize forward-thinking to implement creative ways to solve complex customer challenges
COMPETENCIES
- Knowledge in troubleshooting scripts
- Knowledge in doing mobile testing
- Solid knowledge of Postman and other similar tools
- Exceptional organizational and analytical skills
- Excellent communication and presentation skills
- Ability to analyze and utilize data to drive insights related to product, user education, and support improvements
- Ability to make timely decisions and have sound judgment
- Ability to collaborate within internal, cross-functional and cross-cultural teams (e.g. product management, other customer success team members, customer support, sales and operations) to deliver effective solutions to customers
- Strong individual contributor with a commitment to the customer
KEY TRAITS (listed based on importance):
- Excellent spoken and written English
- Passionate/excited for new, emerging technologies
- Creative problem solver- non-linear thinker
- Willingness to learn (coachable)
- Clear communicator (written and spoken)
- Relationship builder