Lead Support Specialist (Candidates local to Ahmedabad are preferred)
Job title
Lead, Support Specialist
Reports to
Sr Manager - Support
Team Overview
The Talent Systems Support team is based in Los Angeles and extends to New York, UK, Australia and Asia. The team delivers solutions, troubleshoots issues and provides an over-and-above positive experience for customers around the world.
Job purpose
Lead, Shared Services Support Team are responsible for working directly with our customers to answer product questions, instruct best practices, and resolve technical problems when using our products and services. They also track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our Product, Marketing, and Engineering teams. As a team who works directly with our community, you’ll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company. Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question. You are continually striving to improve the customer experience. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all pre and post-sales procedures, ensuring customers continue to expand and renew their relationship with the Talent Systems suite of SaaS solutions.
Duties and Responsibilities
- Respond to customer queries in a timely and considerate manner, via phone, email or chat Provide thoughtful, personalized communication to Talent Systems users who have minimal to advanced technical knowledge
- Identify customer needs and help customers use specific features across a suite of cloud applications, software and workflows
- Investigate technical issues and see them through to a resolution/solution.
- Monitor ticket volume and delegate to team members based on shifting volumes and priority Assist in ongoing training efforts for new and existing team members
- Handle customer escalations as required
- Troubleshoot, analyze and escalate product bugs using JIRA
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Gather customer feedback and share with our Product, Sales and Marketing teams Make active contributions to help achieve team KPIs and OKRs
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Become an encyclopedia of knowledge on all Talent Systems products and solutions
- Provide occasional after-hours and weekend support and in-person support
- Assist in training junior team members and cross-training effectively
- Strive to constantly improve overall user experience and be able to analyze team performance to identify strengths and improvements.
- Identify and contribute to build smart solutions for common customer pain points.
Qualification & Attributes
- Customer support experience with cloud technology applications
- Experience with subscription software services and customer billing applications
- Passion for talking to customers all day, every day
- Familiarity with the entertainment industry and media (ie. video, production, casting)
- Experience using help desk software, bug management and remote support tools
- Understanding of how CRM systems work
- Willingness to keep a flexible schedule, which will include some weekends and holiday hours Excellent communication and problem-solving skills
- Ambition, eagerness and the will to learn and improve upon your own skills
- Multi-tasking abilities
- Patience when handling tough cases
- Displays professionalism with customers and colleagues in high-pressure situations
- BA/BS degree preferred
- Experience as a Supervisor/Lead/Manager working with a team that handled International customers/clients.
- Strong MS Office/Google Suite skills and data analytical skills.