Lead I - Product Support

Role Overview: As a Support Coordinator Credential & Technical Support at UST, your main responsibility is to ensure on-time delivery and customer support that aligns with project and product requirements. You will play a crucial role in managing team deliverables and ensuring the readiness of the customer support system. Key Responsibilities: - Monitor support desk tickets and promptly escalate credential-related issues. - Ensure that support documentation is kept up to date and adhered to. - Conduct peer reviews and contribute to quality assurance efforts. - Log and track all issues while providing timely updates. - Analyze customer feedback and suggest improvements. - Coordinate with product engineers for fixes and enhancements. - Support transitions from development to production. - Update and contribute to internal knowledge bases. - Conduct onboarding and knowledge sharing sessions. - Lead junior team members, ensuring timely delivery and maintaining quality standards. - Mentor associates and support their career growth. - Collaborate across teams to enhance the overall customer support experience. Qualifications Required: - Proficiency in ticket creation & workflow management tools such as Jira and Zendesk. - Strong attention to detail and effective time management skills. - Prior experience in technical support operations or credential/access management. - Excellent communication and documentation abilities. - Ability to troubleshoot and resolve product-level issues. - Familiarity with SDLC processes including Waterfall, Agile, and XP. - Experience in customer coordination and handling escalations. - Capability to follow and maintain support process documentation. (Note: No additional details about the company were provided in the job description),