• Technical Support Team Lead Client Success Jobs in United States Of America

  • Exterro
  • United States Of America, Usa
  • Save Job
  • 3 - 6 Years
  • Posted : above 1 month

Job Description:

We are looking for an E-Discovery Technical Support Team Lead This is a leadership role responsible for the leadership, mentorship and performance of a team of Technical Support Engineers Additionally, this is a client facing role supporting both internal and external customers in a fast-paced client focused environment This role will respond to the challenging needs of our Fortune 1000 and Am Law 200 customers

An Exterro Technical Support Team Lead is a product expert and establishes relationships internally to ensure the highest level of service and quality of our client configured product releases and client support This position works cross functionally with the engineering, implementation, and Client Success Management teams playing a key role in the excellence and quality of Exterros service delivery

Key Responsibilities

Work directly with Technical Support Engineers and clients to successfully mitigate escalated issues

Confidently provide responsive and exceptional customer service to new and existing customers

Assist and guide Technical Support Engineers on taking support tickets to resolution

Consistently achieve targeted KPIs for Support Team

Capture client feedback and participate in product issue resolutions and product enhancement efforts

Participate in client transition meetings from implementation to support

Knowledge, Skills and Experience

Ability to effectively lead a team of Technical Support Engineers to achieve targeted KPIs

Maintain high levels of client satisfaction

E-Discovery and legal industry experience is a plus

Excellent written and verbal communication skills

Preferred working knowledge of Java, J2EE, UNIX, Linux, Windows At least one year experience in Java

Working knowledge of Webservers (Apache), Application Servers (JBOSS, TOMCAT, Oracle 10/11g) Databases - SQL, REDIS, Cassandra, SOLR

Strong troubleshooting skills

Proven ability to work on multiple projects at the same time

Desire to own and solve issues is a must

Proven ability to facilitate software quality assurance practices

Strong documentation skills with Microsoft Office Suite of products

Windows, Linux, IBM server hands-on experience preferred

Relational databases (like MySQL, SQL Server, or Oracle) and SQL queries hands-on experience preferred

Ability to facilitate an initial root cause analysis and mitigate client escalation quickly

Can identify, triage, and/or resolve complex technology issues in an enterprise environment

End user training experience a plus

Education & Experience

Bachelors Degree and a High level of professionalism required

Minimum 3 years of application support experience

Minimum 1 year of Technical Support Management experience

Work Environment

Office work environment in Beaverton, OR

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Software
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 09th Feb 2020

Key Skills:

Company Profile:

Company
Exterroarfix

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