Team Lead, Customer Support Specialist
Malbek
full-time
Posted on:
Location Type: Hybrid
Location: Ahmedabad • 🇮🇳 India
Visit company websiteJob Level
Senior
About the role
- Provide exceptional support by actively resolving customer issues through tickets, calls, and other channels.
- Serve as the first point of escalation for the support team, assisting with complex issues and guiding resolution strategies.
- Mentor and coach team members, sharing knowledge of product features, troubleshooting approaches, and customer service best practices.
- Collaborate with internal teams including Product, Engineering, and Customer Success to escalate and communicate customer issues and feedback.
- Help maintain and expand internal documentation, troubleshooting guides, and knowledge base articles.
- Replicate and analyze customer reported issues within internal environments and ensure detailed documentation of steps and findings.
- Actively contribute to process improvements and recommend changes that enhance the customer and team experience.
Requirements
- 5+ years of experience in customer support, preferably with enterprise customers.
- 1+ years of experience as a Team Lead
- Strong analytical and troubleshooting skills, including log file analysis such as server and application logs.
- Demonstrated ability to resolve complex issues and support teammates in doing the same.
- Excellent communication skills with the ability to handle escalated or sensitive customer interactions.
- Proven ability to manage multiple tasks and priorities in a fast-paced environment.
- Experience working with support ticketing systems and CRM software.
- Familiarity with integrations such as Salesforce, Palantir, and Ariba is a plus.
- Exposure to Contract Lifecycle Management (CLM) software is an advantage.
- Strong initiative and willingness to proactively learn new features and functionalities.
- Ability to collaborate across teams and departments to achieve shared goals.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootinglog file analysisissue resolutionprocess improvementsdocumentationcustomer service best practicesanalytical skillsteam leadership
Soft skills
communication skillsmentoringcollaborationinitiativeproblem-solvingtime management