16/12/2019
Desired Skills and Experience:
Total of 6+ years of experience in customer Support & technology Implementation role (B2B experience preferred)
Minimum of 3Yrs as a team lead
Experience in leading a team of 10+ team members.
Experience with interpreting client requirements and initiatives to provide guidance and direction.
Experience in working with cross-functional inter-departmental teams
Understanding of functions and operations
Capable of working in a fast-paced environment and the ability to work as a member of a team.
Understand customer requirements so as to provide appropriate clarifications and solutions.
Experience in delivering prompt and professional solutions for customer enquires via direct contact, phone, email, online chat, etc.
Experience in maintaining and updating customer documentation.
Enthusiastic, flexible attitude, able to thrive in a fast-paced, entrepreneurial environment
Strong interpersonal skills
Exceptional customer service skills
Good verbal and written communication skills
Roles and Responsibilities:
Lead teams involved with the deployment of new and complex client projects involving multiple customizations and integration points.
Work in close partnership with educational institutions to provide support for project implementation.
Lead the team on fedena training, support, and implementation for clients.
Lead the team to provide positive, personalized customer support by assisting with product features and usage.
Escalation management
Maintains knowledge base of products and services offered by the Company and knows how to complete associated transactions
Listens and responds to customer requests, follows immediate customer satisfaction guidelines to resolve customer concerns and forwards information to Management as needed
Provides suggestions for and actively participates in improving sales, margins and ex*****on Marketing programs
Completes other duties, including special projects, as assigned by Management
Lead the support team to ensure optimum customer satisfaction
Participate in validation sessions to bring in optimal enhancements in the product
Work directly with clients throughout the entire life-cycle of projects to define, design, and implement business process-based solutions.
Development of custom-defined dashboards, reports, fields, events, etc
Work with customers to achieve the best solutions for the customer to maximize product use, benefits, and functionality
Follow up with unsatisfied clients to resolve the issues and ensure customer satisfaction
Plan, prioritize and delegate work tasks to ensure the proper functioning of the department
Monitors daily workflow and ensures that correct procedures are followed.
Identifies system and workflow improvements to enhance the team's efficiency.
Coaches and guides the team members wherever and whenever necessary
