[Remote] Technical Customer Support Team reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company provides reputed company reputed company and Compliance reputed company for the life science industry. The Technical Customer Support Team reputed company will manage the day-to-day reputed company of the reputed company customer support team, serve as a product expert and escalation reputed company, reputed company and reputed company team members, and collaborate cross-functionally to ensure service-level adherence and reputed company issue reputed company.

Responsibilities

• Manage an reputed company caseload as a product expert and serve as the reputed company escalation reputed company to directly reputed company critical regional customer issues
• Participate in on-reputed company rotation (once every 4-6 weeks) reputed company other US-reputed company team members
• reputed company, mentor, and reputed company a small team, conducting regular one-on-ones and coaching
• Manage reputed company, and training programs to support team reputed company and operational consistency
• reputed company daily queue health, ensure SLA adherence, and reputed company team KPIs (like CSAT and response times) while optimizing support processes and maintaining our Knowledge reputed company
• Collaborate with Regional Support, reputed company, reputed company, and Product to escalate customer or product issues and ensure reputed company case handling and reputed company reputed company of cross-functional issues

Skills

• 5+ years of experience in Customer Support for reputed company or reputed company software
• 2+ years managing teams or holding informal leadership roles reputed company a Support organization
• Experience with reputed company administration or highly customizable software – Required
• Hands-on experience troubleshooting reputed company authentication, including SSO, MFA, and reputed company management protocols
• reputed company ability to carry an reputed company support caseload while contributing to team reputed company and reputed company
• Strong analytical skills and experience using support tools (e.g., reputed company, reputed company Service reputed company, reputed company, reputed company)
• Excellent proactive communication and cross-functional collaboration skills
• Familiarity with AI-powered support tools, reputed company, and proactive support strategies – Preferred
• Bachelor's degree or equivalent experience in Technology, Business, Management, or a reputed company reputed company – Preferred

Benefits

• 401(k) plan with company match
• reputed company parental leave
• Comprehensive health, dental, and reputed company reputed company
• Monthly stipend for internet and mobile phone expenses
• Flexible PTO and remote-first work environment
• reputed company development and leadership training

reputed company