Lead Product Support Representative

We are seeking a highly skilled and customer-focused Lead Product Support Representative to join our team. As the Lead Product Support, you will be responsible for providing technical support to our customers, leading a team of support engineers, and ensuring the timely resolution of technical issues.

Responsibilities

• Lead a team of technical support engineers, providing guidance and support
• Provide technical support to customers, troubleshooting and resolving complex technical issues
• Collaborate with cross-functional teams to escalate and resolve customer issues
• Develop and maintain strong customer relationships
• Identify opportunities for process improvements and implement best practices
• Provide training and mentorship to support engineers
• Maintain accurate documentation of customer interactions and issue resolutions
• Stay up-to-date with the latest product features and enhancements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Proven experience in technical support, with at least 2+ years in a leadership role
• Strong technical troubleshooting and problem-solving skills
• Excellent customer service and communication skills
• Proficient in using support ticketing systems and CRM software
• Experience with cloud-based technologies is a plus
• Ability to work in a fast-paced and dynamic environment
• Strong leadership and team management skills
• Ability to prioritize tasks and meet deadlines