Customer Experience Support Lead
GovX, Inc., United States
Job Description
We are looking for a Customer Experience Support Lead to support and lead the day to day Contact Center operations, support the Expert teams success with resolving customer requests, and service escalated customers. Customer Support Lead responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn the team and our clients’ trust. You are an active problem solver, and a role model teammate. You should also be familiar with the companies internal software and support tools. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
- Respond to business and customer queries in a timely and accurate way, via phone, email or chat
- Identify department, team, and customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints and trends within the ticketing system or other tools and reach out to provide assistance or escalate as needed
- Share feature requests and effective workarounds with team members
- Inform teammates about new features and functionalities
- Follow up with teammates and customers to ensure their technical issues are resolved
- Assist in training teammates, vendor partners and employees within the company
Requirements
- Experience as a Customer Support Specialist or equivalent experience
- Expert level knowledge of company systems, process and protocols
- Experience using internal software and remote support tools
- Expert level understanding of how company CRM systems work
- Excellent communication and problem-solving skills (written, verbal, and person to person or group)
- Multi-tasking abilities
- Patience when handling tough cases
- Leadership experience and the ability to lead by example, to be a role model for others within the team
- Ability to keep commitments, meet deadlines and ensure timely follow up for made commitments or key deliverables.
- Ability to demonstate trustworthy behaviors in a team oriented setting
Benefits
- Ongoing development and advancement opportunities
- Varied hours that shift based on business needs
- 100% virtual work setting
- Competiive pay
- Benefits package
- Employee discounting