Support Team Lead

The Support Team Lead is a player-coach role. You are a hybrid of techie-lover problem-solver business-thinker and customer advocate AND coach. This position focuses on balancing team needs and supporting customers directly. You will take on escalations help manage the support queue and provide mentoring and coaching for new and existing support team members while providing frontline support including question/problem diagnoses issue resolution and communication of technical solutions all while delivering an exceptional customer service experience.

Day-to-day responsibilities:

• Solves problems through critical analysis consultativequestioningand relationship-building.

• Responds to incoming customer support questions or issues by troubleshooting each situation and always providing the customer with the best possible solution.

• Providesappropriate followup and manages ticket queue including bug reporting and enhancement requests.

• Ensures the utmost courtesyprofessionalismand politeness in both written and verbal customer contacts.

• Documents all customer contact for future reference you must be able to channel yourinner librarian.

• Completes assigned enablement/training activities tomaintaincurrent knowledge ofassigned software lines and a current understanding of the technical environments in which the software is being installed and used.

• Enablethe team to maximize their impact by providing oversight support andguidancethrough; coordinating best use of resources review of projects and potential risks as well as resolving bottlenecks.

• Partner with the Talent Team andDirector of Customer Supporton applicable hiring decisions as an active part of the hiring process.

• On-board new team members to maximize time-to-productivity.

• Provide support for escalation tickets within Support and guidance on how to resolve the escalation as assigned.

• Mentor and coach the team in the achievement ofkey resultsand personal performanceobjectives.

• Provide regular one-on-one feedback with the goal of improving performance and skill sets while proactively seekingopportunities to celebratewinswithinthe team.

• Oversees local support operations to ensure team is being fullyutilized work is prioritized and assigned andoperatingin accordance withKPI SLAs and team procedures.

• Monitors the support queue for team assigned to ensure that the team is meeting target SLAs aging tickets are properly handled and escalations are raised and managed withappropriate area.

• Provides regular feedback on team performance and progression to Support Manager.

• Participates in projects to constantly enhance the quality and efficiency of Resolvers Technical Supportoperations.

Essential traits:

• Post-Secondary Education (college or university)

• Experience in a related field (software IT computer science technical support)

• Aptitude for people management and coaching

• Outstanding written and verbal skills

• Knowledge of B2B/SaaS environment

About Kroll

Join the global leader in risk and financial advisory solutionsKroll. With a nearly century-long legacy we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team One Kroll youll contribute to a collaborative and empowering environment propelling your career to new heights. Ready to build protect restore and maximize our clients value Your journey begins with Kroll.

Kroll is committed to equal opportunity and diversity and recruits people based on merit.

In order to be considered for a position you must formally apply via .

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