Technical Support Escalations Lead - fieldpulse

Key Responsibilities

• Lead and manage the technical support escalation process, ensuring timely and effective resolution of complex customer issues.
• Mentor and guide a team of technical support specialists, fostering a culture of excellence and continuous improvement.
• Analyze support trends and identify root causes of recurring problems, collaborating with product and engineering teams to implement solutions.
• Develop and maintain comprehensive documentation for support procedures, knowledge base articles, and escalation workflows.
• Act as a point of contact for critical customer escalations, providing clear communication and updates to stakeholders.
• Contribute to the development and implementation of strategies to enhance overall customer satisfaction and support efficiency.

Requirements

• Proven experience in a technical support or customer success role, with a focus on escalations.
• Demonstrated ability to lead and mentor a team in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal teams.
• Experience with SaaS products and support ticketing systems is highly desirable.