Job Description
This is a remote position.
We are looking for a Customer Support Lead with a strong strategic mindset. The ideal candidate should have at least 2+ years experience in a Product Support, Product Owner or similar type of role. The role will require a reasonable technical aptitude due to the nature of the product and company's operations.
You will be part of leading our Product Support efforts, by managing quality across all our support channels, ensuring service standards are maintained, and working across with Product Managers to resolve issues and bring about strategic change to how we drive our product support.
If you're looking to prove your credentials, this is the ideal role for someone that's looking to step up from a junior role to a mid-level role, where you will get to lead a team and be able to display your product expertise and your passion for strong customer support.
This role has great scope, and could lead to the right candidate heading our support department.
You must be a resident of Sri Lanka to be eligible for this role.
Requirements
- Proven experience in a product support role (at least 2+ years)
- Strong analytical skills; ability to figure out customer sentiment and provide clear responses
- Solid knowledge of SLAs
- Solid knowledge of ticket management systems
- Working knowledge of Agile
- Ability to write support solutions and build up a self-service help centre
- Work with cross-functional-support teams to drive efficient workflows and practices to ensure high quality service delivery
- Strong communication skills; you will need to deal with customers directly and manage internal stakeholders
- Work with Product Owners and Managers to help improve the product
- Be a stickler for service quality and strong communications; it is imperative that strong communications is part of your ethos
- Assertive personality that can manage personalities and professionals of varying nature
- Calm demeanour that can handle stressful situations
- Experience working with Australian clients would be highly advantageous
- Background in IT (qualification and/or work experience) is essential; this role will not be suitable for those from pure customer support backgrounds
- Be able to work between the hours of 5 AM to 2 PM (there may be days such as Go Lives where you may need to be available at 3 AM)
Benefits
- You will be provided with a laptop and equipment required for your role
- Access to mentors with 20+ years of industry experience and know-how
- Upon being made permanent you will be eligible for a monthly performance-related bonus
- Gain access and experience to the fast-growing Australian Digital Healthcare Industry
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