Team Lead, Customer Support Specialist
Malbek
full-time
Posted on:
Location Type: Hybrid
Location: Pune • 🇮🇳 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
analytical skillstroubleshooting skillslog file analysiscomplex issue resolutionprocess improvementsdocumentationcustomer service best practices
Soft skills
mentoringcoachingcommunication skillstask managementcollaborationinitiativeproactive learning