Remote Service Desk Support Analyst ensuring clients receive a best - in - class Service Desk experience at CDW. Communicating with end users and troubleshooting technical inquiries.
About the role
- Lead a technical support team at Safe Software, focusing on coaching and customer advocacy for FME Flow. Collaborate across departments for continuous learning and product enhancement.
Responsibilities
- Lead the team to successfully meet support objectives.
- Set team objectives, conduct regular 1:1 check-ins, and support goal-setting through ongoing feedback and coaching.
- Act as an escalation point for complex customer issues and support the team in resolving them.
- Collaborate with other teams where needed to ensure customers get the best support possible.
- Review knowledge base content from the team and provide feedback and direction.
- Identify and implement process improvements to enhance customer support.
- Maintain active communication with the Director of Customer Support and the VP of Customer Experience.
- Identify the skills that are needed to improve the team, including the training of existing staff and hiring new members for the team.
- Work within support tickets to provide product support to customers.
- Engage with the Product Managers to provide expert knowledge on customer feedback and requirements to relevant teams.
- Collaborate with sales teams to understand customer needs and provide technical support during the sales process.
- Foster technical relationships with the development teams to help them understand pain points within the product.
- Work with the Community team to ensure that technical questions are answered promptly.
- Contribute to customer-facing events such as the Partner Summit and User Conference, including providing technical support and on-site engagement as needed.
- Work alongside the team to share solved problems with the user community through our blog, knowledge articles, or webinars.
Requirements
- Bachelor’s degree in a relevant field or equivalent work experience in a technical customer-facing role.
- Significant experience supporting or administering complex enterprise software environments.
- 3-5+ years working with technical products in a customer support capacity.
- 2+ years experience in a leadership or mentorship role (or equivalent experience).
- Strong creative problem modelling and solving skills.
- Self-motivated and able to make decisions on the spot.
- Excellent communication and interpersonal skills.
- A demonstrated ability to learn and adapt quickly.
- Ability to work well independently and with others.
- Experience with support tools such as Zendesk, Jira, Confluence, or similar platforms.
- Soft skills: Curious, empathetic, teamwork-oriented, clear communication, humble, proactive, passionate and innovative.
Benefits
- Offers Bonus
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