Customer Support Team Lead IRC272807

Description

Our customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers’ productivity.

Requirements

We are seeking a Customer Support team lead to join our team for this opportunity out of Mexico!

Job summary:

The Customer Support Team Lead is responsible for the day-to-day oversight of one support team (generally 8 – 12 people). Your role is both customer-focused and internally focused, and is to enable your team members to perform in their roles efficiently and effectively through support and coaching. You will have excellent customer care skills, along with good written and verbal communication skills.

• Provides technical support covering the full life cycle of client’s products to external customers and partners.
• Diagnoses and debugs technically complex software in networked and virtualized environments.
• Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering.
• This will be a 24/7 rotation position.

 

Job responsibilities

Duties and Responsibilities:

• Triage customer escalations, working with case owners to progress issues and communicating to customers and internal stakeholders
• Provide guidance, instruction and direction in support of your team in achieving goals and key results as established by management
• Review customer satisfaction surveys for your team and follow up on customer feedback in order to maintain or improve customer satisfaction
• Monitor engineers in your team regularly in relation to their case management and customer care skills and ensure a high standard is maintained
• Arrange and attend regular case review and troubleshooting activities; initiate forums when required
• Participate in troubleshooting and problem-solving activities using own experience and established procedures and methodologies
• Define, update and communicate new or existing internal procedures a required
• Stand in as delegates for Customer Support Managers when they are not available
• Administer the support shift schedules
• Participate in supervisor on-call rotation
• Ensure assignment queues are functioning efficiently
• Act as an advocate for management to your team, and as an advocate of your team to management
• Deal with issues that arise within your team quickly and effectively
• Respond to general inquiries coming from team members via Teams
• Identify and recommend your team’s training needs to management
• Provide input to Customer Support management on the performance of team members for informal and formal performance assessment

Key Performance Indicators

• Ensure team CSAT exceeds department goals
• Ensure team member meet or exceed established KPIs
• Ensure case backlogs are processed efficiently and reassign resources as needed
• Other duties as assigned and required

Qualifications

• Recognized Leadership skills
• Recognized as a “go-to” person for the team;
• Strong problem-solving skills
• Excellent customer-facing, communication and analytical skills
• Knowledge of customer support procedures and practices
• Expert in using support tools such as Salesforce.com, Jira, Knowledge base, etc., and able to guide team members in the use of these tools
• 5+ years experience in a customer support or related environment
• Bachelor’s degree (Computer Science preferred) or equivalent work experience

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.