Team Lead Support Senior Cloud Support Specialist
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Job Summary
TheTeam Lead Support / Senior Support Specialistis responsible for both leading the daily activities of the support desk team and providing advanced customer support for the companys software. Approximately 50% of the role is focused on team leadership including workload coordination coaching escalation oversight quality control and reporting to management on team performance and deliverables. The remaining 50% is focused on senior-level support activities including handling complex customer cases advanced troubleshooting customer guidance documentation and product feedback.
This combined role requires strong Cloud software support experience leadership ability excellent communication skills analytical thinking and the ability to translate support data and customer issues into clear actions and management updates.
1. Team Lead Support Responsibilities 50%
As Team Lead Support the employee is responsible for coordinating the day-to-day activities of the support desk team and ensuring that support deliverables are visible to management.
Key responsibilities include:
Providing daily guidance and support to support desk team members.
Monitoring ticket queues workload priorities response times and resolution progress.
Assigning and prioritizing work based on urgency impact customer needs and team capacity.
Supporting team members with complex cases difficult customer situations and escalation decisions.
Ensuring that customer issues are handled within agreed service levels and support processes.
Reviewing ticket quality customer communication and case documentation.
Coaching team members on troubleshooting customer communication product knowledge and process compliance.
Supporting onboarding and knowledge sharing within the support team.
Identifying recurring issues process gaps training needs and improvement opportunities.
Coordinating escalations with product development QA customer success or management where required.
Preparing regular updates for management on support team performance workload risks and deliverables.
Reporting on key metrics such as ticket volumes backlog response times resolution times SLA performance escalations customer satisfaction and team capacity.
Highlighting risks bottlenecks recurring customer issues and required management decisions.
Providing clear recommendations to improve support delivery team efficiency and customer experienceand translate these into objectives that the employee tracks for the purposes of performance reviews.
The Team Lead part of the role ensures that the support team remains organized informed focused and able to meet customer and business expectations.
2. SeniorCloudSupport Specialist Responsibilities 50%
As SeniorCloudSupport Specialist the employee remains actively involved in direct customer support and is responsible for handling more complex or advancedCloudsoftware-related issues.
Key responsibilities include:
Providing expert-level support to customers using the companysCloudsoftware.
Handling complex high-impact or escalated customer support cases.
InvestigatingCloudsoftware issues in detail including reproduction steps configuration checks user workflows and possible workarounds.
ExplainingCloudsoftware functionality processes and best practices clearly to customers.
Guiding customers in the effective use of theCloudsoftware to meet their operational needs.
Working closely withCloudproduct development QA implementation and customer success teams to resolve technical or functional issues.
Documenting customer issues analysis actions taken workarounds and final resolutions accurately.
Creating and maintaining knowledge base articles troubleshooting guides internal notes FAQs and customer-facing support materials.
Supporting other team members by sharing expertise and helping resolve difficult cases.
Validating solutions and confirming that customer issues have been resolved.
Contributing feedback to product and development teams based on real customer experiences.
Maintaining strong product knowledge and staying informed about software updates new features known issues and release changes.
The SeniorCloudSupport Specialist part of the role ensures that customers receive high-quality knowledgeable and practical support for more advanced software questions and issues.
Overall Purpose of the Combined Role
The purpose of this combined role is to ensure both effectiveteam coordinationand stronghands-on expert support. The employee acts as a bridge between the support team customersregionalmanagement and internal product teams.
In this role the employee is expected to:
Lead reviewand organize the daily work of the support team.
Keep management informed about support performance deliverables risks and priorities.
Personally resolve complex customer issues.
Improve team knowledge support processes and customer experience.
Ensure that support activities are both operationally controlled and technically effective.
2-5 years of proven experience in a senior customer support technical support or application support role preferably within a Cloud software or SaaS environment.
Demonstrated abilityor have an affinity forto lead or coordinate support team activities including workload distribution escalation handling and coaching of team members.
Strong experience managing complex high-impact or escalated customer issues through to resolution.
Experience working cross-functionally with product development QA implementation and customer success teams.
Ability to monitor support performance using service levels ticket trends backlog response times and customer satisfaction metrics.
Strong written documentation skills including case notes troubleshooting steps knowledge base content and management updates.
Leadership coaching and team coordination the determination to build on this is to establish strong leadership.
Excellent customer communication and stakeholder management skills.
Ability to prioritize effectively in a fast-paced support environment with competing demands.
Strong analytical skills with the ability to interpret support data identify trends and make practical recommendations.
Required Experience:
Senior IC
About Company
Accounting, audit, analytics and compliance software built by seasoned accountants. Manage your audit and financial reporting more efficiently with less risk.
