Customer Support Team Lead (Saas Experience)

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Customer Service & Support

IT & Telecoms NGN Confidential
New
2 weeks ago

Job Summary

We are looking to hire a Customer Support Team Lead (Saas Experience) that will join us e thrive on driving business growth for our clients and are looking for people who take pride in their marketing efforts and enjoy having fun at the same time. Sound like you? Great! Keep reading:

  • Minimum Qualification:Degree
  • Experience Level:Entry level
  • Experience Length:2 years

Job Description/Requirements

Responsibilities:

  • Ensure all information necessary to the ticket has been completed by the requester- fill in any gaps by gathering information on your own, or if we must, follow up with the requester
  • Test site bugs yourself and confirm if you’re able to replicate
  • Assign/triage helpdesk ticket to the right team member to execute on the fix (will have flow chart for knowing who to send to)
  • Update application documentation, processes and standard operating procedures
  • Publish in-app guides/documentation answering frequently asked questions
  • Complete and close out tickets independently, when possible (i.e. Tier 1 support troubleshooting)
  • Manually test new features and bug fixes
  • Clearly communicate when Requests need edits or additional information
  • Report on weekly KPIs i.e. tickets received, tickets completed, etc.
  • Report on guides/help docs analytics / usage 


Requirements:

  • Bachelor’s degree is preferred.
  • Pre-employment testing is required.
  • Fluent in English (written and verbal). Resume must be in English to be considered.
  • Comfortable with both object-oriented and procedural programming methodologies
  • Likes to get things done, highly efficient
  • Commitment to delivering high-quality communication, and bug fixes to users
  • Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
  • Enjoys solving problems and gives high attention to details
  • Customer-centric mentality, highly empathetic to users
  • Enjoys writing processes and making technical concepts more consumable for their audience
  • Ability to understand prioritization/urgency level

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