Senior Lead, Product Support

The Senior Product Support Lead is responsible for overseeing daily technical support operations and ensuring that customers receive timely, effective resolutions to their inquiries. The Senior Lead ensures the team meets service level agreements, resolves escalated customer issues, provides training, and implements strategies to enhance customer satisfaction and team performance.

What You Will Do:

• Motivate a team of technical product support analysts.
• Provide ongoing training, coaching, and support to develop team members’ troubleshooting and customer communication skills.
• Responsible for management of Engagement, Attrition and ESAT for the team.
• Collaborate with other departments (e.g., product management, engineering, sales) to streamline customer issue resolution.
• Contribute to cross-functional projects aimed at enhancing the overall customer experience and efficiency of technical support.
• Utilize customer relationship management tool to track product issues through resolution while meeting Service Level Agreements.
• Act as the first-level escalation point for complex technical issues, troubleshoot problems directly and guide your team on best practices for solving technical challenges.
• Audit support interactions to ensure adherence to quality standards.
• Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve customer satisfaction.
• Ensure team is meeting agreed support SLAs through better workload distribution, queue management and escalation handling.
• Compile regular reports on team performance, customer satisfaction metrics, and operational trends, and share insights with management.
• Conduct regular Customer meetings to review support cases, trends, recommendations and overall product usage.
• Improve overall customer experience by monitoring customer portal trends, improving the self-service capabilities, and managing the departments OKRs.
• Suggesting new procedures, tools and practices to improve customer satisfaction and team performance.
• Engage in effective Career Development activities like effective career coaching and counselling.
• Lead team meetings and one-on-ones to ensure continuous skill development and high team morale.
• Participating in recruitment activity of technical support team.
   

What You Will Need:

Education and Experience

• Typically requires 8+ years of relevant experience with 3 years in support management
• Typically requires a degree in a technical field or equivalent combination of education and experience
• Experience in working in multi-membered technical support teams.
• Strong knowledge of common support tools, and ticketing software.
• Relevant certifications (e.g., ITIL, DevOps, SRE) are a plus.
• Experience in writing complicated SQL Queries. Must have the ability to analyze SQL scripts from within the application software code.
• Experience in Core Java Programming. Should be able to debug java programs from the code in the production to perform a root cause analysis.
• Strong knowledge in developing small Java applications to handle data discrepancy issues.
• Knowledge of writing Windows Batch Command files for various tasks in client environment.
• Knowledge of Automation scripts using Powershell or Python. Understand YAML.
• Experience with monitoring Azure Cloud environment metrics.

Knowledge, Skills, and Abilities

• Dynamic, energetic, motivated person with positive outlook
• Strong knowledge of the company’s products and services, with effective troubleshooting skills.
• Excellent verbal and written communications skills capable of explaining technical concepts in clear, simple terms.
• Strong analytical and problem-solving abilities with a data-driven approach.
• A customer-centric mindset with a high level of organizational skills and attention to detail.
• Exhibited ability to have crucial conversations when the stakes are high and the emotions strong with team members, mentees and colleagues.
• Working knowledge of the ABS Health, Safety, Quality and Environmental Management Systems.
   

Reporting Relationships:

Reports directly to Group Manager or Regional Manager for administrative matters. May have individual contributor direct reports.

Working Conditions:

Work is primarily sedentary; exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, although some work is performed in the field. Work is non-manual in nature.