Team Lead Product Support Executive

Engineering Ahmedabad, Gujarat


Description

General

Brief Description

The Opportunity: As a Team Lead – Product Support, you will lead a team of Product Support Executives who provide front-line triage and problem solving directly to customers of the Foundation product within the Firm Intelligence Business Unit. You will be responsible for creating a high-performance team, driving support improvement initiatives, managing customer escalations, and ensuring the highest levels of customer satisfaction. In this doer/manager role you will be expected to lead by example and to create a positive, friendly environment that promotes talent retention.

 

Description

A Day in the Life:

  • Provide technical leadership for support issues and ensure solutions within customer committed SLAs using a global service desk
  • Help to manage our 24/5 work hours and workforce planning
  • Coach team members in dealing with customer issues
  • Ensure the highest levels of operational excellence and customer satisfaction
  • Develop and track performance metrics to better identify, measure and improve opportunities in processes, tools, and training
  • Provide required product/trouble shooting training to reduce the number of tickets escalated
  • Handle customer escalations per the processes and best practices to help drive high customer satisfaction
  • Review day-to-day operational issues and actively work to remove impediments for the team
  • Cover support shifts as needed to provide customers with timely, accurate, and helpful answers to their support questions
  • Ensure active support issues are recorded accurately in case tracking and development systems to track status, manage escalations, document resolutions, and communicate with customers
  • Ensure cases are resolved within target metrics for response times, stale cases, case satisfaction, case review/feedback, and other metrics

Role Progression:

Within 1 month, you will:

  • Complete the 30-day onboarding program and pass all certification knowledge checks
  • Attend daily Customer Experience team standup meetings to learn from peers and understand customer needs
  • Shadow experienced team members during their support shifts

Within 3 months, you will:

  • Complete the 90-day onboarding program and pass all certification knowledge checks
  • Coordinate support shift schedule in collaboration with US team members
  • Provide regular reports of support metrics
  • Respond to customer escalations
  • Cover support shifts paired with an experienced partner

Within 6 months, you will:

  • Complete the 180-day onboarding program and pass all certification knowledge checks
  • Independently cover support shifts as needed and take ownership of support cases
  • Monitor team performance and implement process improvements and training to address gaps
  • Analyze issues/trends and provide recommendations to the leadership team

About you:

  • 8+ years of solid experience in a customer-facing, technical support environment managing a multi-cultural, successful team.
  • Bachelor’s degree (include BCA holders as well)/Diploma Degree in Computer Science or Information Technology
  • Ability to mentor, motivate and lead the team of technically strong support engineers
  • Ability to work collaboratively within a team environment to meet aggressive goals and SLA requirements
  • Proven ability to communicate, develop and maintain relationships with customers and at all levels of organization
  • Must excel in a fast paced, diverse environment
  • Excellent interpersonal and presentation skills
  • Ready to work in US/UK shifts
  • Strong experience in handling US Support
  • Possess excellent English Spoken skills
  • Strong MS Office skills
  • Familiarity with law firms and legal technology preferred

What sets us apart?

  • Work with an experienced team that has a proven track record of excellence
  • Have the opportunity to learn new tools and trends in software support as we build a best-in-class customer experience
  • You’ll be challenged and encouraged to broaden your skills
  • Great health benefits, PTO and holiday policies, & more!