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Customer Support Team Lead SilkRoad Technology
THIS JOB HAS EXPIRED
Tracking Code303056-499
Job Description
At SilkRoad, it's all about the employees! It's all about the flexibility. It's all about the extras. It's all about growth (yours and ours). It's all about opportunity...to build your career with a leader. At SilkRoad, you can have a major impact on our clients, you can have an important part in our success, and you'll work in a great environment that's loaded with talented professionals. It's all here!
SilkRoad is seeking a highly energetic and versatile Customer Support Team Lead to support its ever-expanding customer base. The ideal candidate will be responsible for ensuring customer satisfaction through the ongoing support of SilkRoad technology customers. This is a highly visible role with a focus on customer care methods and procedures and is crucial to SilkRoad's success. The Customer Support Team Lead is responsible for leading a product support team within Customer Support. This person will supervise all aspects of Customer Support including workforce management, service level management and customer relationship management.
Working as a Team Lead, the qualified candidate will perform various duties including, but not limited to:
Providing front line support for key customer accounts;
Managing the daily work assignments and schedules of customer support teams in a 24/5 support environment;
Ensuring customer satisfaction through outstanding customer service and high-quality technical responses;
Providing escalation support for sales, implementation, and front line support representatives;
Providing management support for key customer accounts;
Managing hiring process for new support representatives;
Ongoing and annual performance management of team members;
Tracking service support metrics reporting on performance to management team;
Developing service improvement programs and automation proposals to improve service quality and manage delivery costs;
Managing product readiness and supportability for the customer support analysts;
Driving performance by improving our internal processes and metrics.
Required Skills
Proven track record in leading others to excellence;
Familiarity with best practices in troubleshooting and customer support;
Excellent written and verbal communication skills;
Strong teamwork skills;
Strong customer interfacing skills;
Strong planning, scheduling, organization skills;
Flexibility to succeed in a high-growth, high-energy environment; providing hands on support while building a successful team;
Desire to deliver world-class customer support and build a world-class team.
Required Experience
Bachelors degree or equivalent in a Technical Discipline;
Minimum of 3 years of experience providing customer support, experience with supporting SaaS companies preferred;
Minimum of 2 years of management experience, preferred.
| Location: | Jacksonville, FL United States |
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THIS JOB HAS EXPIRED
SilkRoad Technology
Investors: Foundation CapitalAll Jobs: at SilkRoad Technology
| Web Site: | www.silkroadtech.com |
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| Headquarters: | 102 West Third Street Suite 250 Winston-Salem, NC 27101 United States |
| Industry: | IT Services |
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