Customer Support Lead

AutoRABIT Profile

Job Role

Roles & Responsibilities

• Act as mentor and technical expert on technical support team, providing guidance and advice to case owners with the goal of case resolution and customer satisfaction.
• Responsible for driving the teams and delivering monthly / quarterly goals.
• Effective engagement with the client through proactive communication and regular reviews.
• Leading, motivating, and assisting a team of Technical Support Specialists and deliver individual goals.
• Work with stakeholders to perform root-cause analysis & figure out solution approaches.
• Lead support case resolution efforts for customer cases (directly, and through assistance to Support engineers) by using skills in troubleshooting and debugging, identifying root cause,communicating bugs to Engineering.
• Collaborate with Sales, Solution Consultants, Engineering and Product management to improve
• overall customer experience and make sure that our Service offering brings maximum value to our customers
• Contribute and make recommendations to Knowledge Base content.
• Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate.
• Excellent communication skills in English - Written & Verbal.
• Strong knowledge and exposure to Quality and Process Improvement techniques.
• Good analytical and listening skills.
• Good leadership skills.
• Responsibility to adhere to set internal controls.

Desired Skills and Knowledge

• 5 years’ experience in software or SaaS customer support role ideally as team leader or subject matter expert supporting Java based products.
• Software engineering best practices, with at least 2-3 years of experience in maintaining and delivering high-quality software.
• Experience with Salesforce.com or equivalent SaaS platforms development, administration, or technical support.
• Experience with and the ability to debug common application languages and technologies such as J2EE, HTML, JavaScript, Spring Framework, Spring Boot Framework, XML, JSON, Linux is highly desired.
• Experience using or administrating a DevOps pipelines or related areas such as version control (e.g., Git, SVN, Bitbucket, GitHub, Azure Repos), IDE (e.g., Visual Studio, IntelliJ), CI (e.g., Jenkins Pipelines, Azure DevOps, GitLab), and other related tools such as, Maven, Jenkins, Sonar is desirable.
• Investigation skills to understand problems in their context and the ability to reproduce these scenarios.
• Can-do attitude: challenging status, leading, and contributing to key improvements and innovations.

Education

• B.Computer Science or equivalent degree.
• Certification in Salesforce.com is an added advantage.

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