Customer Support Lead

Key responsibilities:

• Lead and manage a team of 5 support engineers, providing guidance, training, and mentorship.
• Schedule and coordinate shift rotations to ensure continuous support coverage (24/7).
• Oversee and prioritize the support ticket queue, ensuring timely responses and resolutions.
• Coordinate with internal teams to escalate and resolve critical issues.
• Notifying customers as necessary
• Act as an escalation point for high-priority or complex issues, ensuring customer satisfaction and retention.
• Maintain regular communication with customers, providing status updates and feedback.
• Generate and review daily, weekly, and monthly support performance reports.
• Collect and analyze feedback to identify areas for improvement in support processes.
• Implement and monitor KPIs such as response time, resolution time

Qualifications:

• Bachelor's degree in Information Systems, Computer Science, or relevant experience.
• 8+ years of experience in a customer support role, with at least 3+ years in a supervisory or lead position.
• Proven experience in managing 24/7 support operations and teams.
• Required: Familiarity with support ticketing systems and KPIs (e.g., SLA adherence, CSAT).
• Required: Over 3 years of experience with Linux (Windows experience is a plus).
• Required: Over 3 years of experience with SQL/NoSQL databases.
• Required: Proficiency in diagnosing and resolving basic technical issues.
• Required: Fluent in both spoken and written English.
• Required: Willingness to work shifts, including one weekend per month (24/7 shifts).
• Required: Exceptional communication skills.
• Required: Customer-focused and able to remain calm under pressure.
• Preferred: Proven experience with Java programming.
• Preferred: Experience with ITIL or other support management frameworks.