Software Support Team Lead
5 dni temu
As a Software Support Team Lead at Xcenda, LLC, you will be responsible for providing world-class software support for the portfolio of products in Trial Master File and other software business solutions.
This role involves leading a friendly team to exceed expectations, while providing coaching and guidance to ensure they feel supported, rewarded, and deliver excellent service to our customers.
The purpose of this role is to provide technical guidance via a service desk, combined with experience of leading a small team. Key activities include leading, coaching, and guiding a team responding to product questions, incidents, tasks, and problems to ensure compliance and high work standards.
- Multitask concurrent issues and differing priorities while maintaining a strong work ethic.
- Know our products inside out, from both a user and support perspective, and apply yourself to learn new technologies as they are introduced.
An ideal candidate would have an excellent level of verbal and written English, an interest in Technology, and the ability to read people, situations, and communicate accordingly.
What You Will Be DoingThis role requires a customer-focused 'can-do' attitude, the ability to multitask and prioritize, and the patience to listen and the skills to transfer knowledge and guide others.
You will also be expected to analyze and investigate inquiries, replicate behavior, and build supporting evidence to resolve and respond, assign, or escalate to a timely conclusion within SLAs.
Additionally, you will collaborate with many other teams in the larger business, such as 1st, 2nd & 3rd line, Delivery, Customer Success, Product Owners, and Managers.
Key Activities- Lead a team providing technical guidance via a service desk.
- Coach and guide a team responding to product questions, incidents, tasks, and problems.
- Collaborate with other teams to implement improvements in the best interest of customers and the business.
Please note that there will be infrequent travels required to our office. We are open to a hybrid and remote work model.
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