19 Apr
Application Support Lead
Illinois, Naperville , 60540 Naperville USA

Vacancy expired!

Job Description Our technology enables school bus operators improve their operational efficiency, safety and compliance through a suite of SaaS based software products. We are looking for a hands-on, detail-oriented, customer friendly Support lead to work out of our office in Naperville, IL.

Responsibilities · Respond to customer support calls and online tickets and help resolve their issues. Triage tickets as required with other team members to coordinate the resolution and closure of the issue. · Own the timely resolution of issues based on the severity of the ticket and agreed upon service level objectives. · Create and maintain knowledge articles, self-help documentation, FAQs, etc. aimed at internal support team members and external customers. · Identify and track metrics pertaining to the performance of the support team; present these metrics to relevant team members within the company on a periodic basis.

Qualifications· Four plus years work experience supporting business applications. Experience with both mobile and web applications preferable. · Familiarity with common support processes. Ability to apply feedback and learnings to improve existing processes and/or create new processes. · Strong customer service focus. Excellent communications skill, both written and spoken, as the Support Lead will be the primary point of contact to end-users for all support issues. · Basic understanding of web technologies and relational database concepts · Good working knowledge of Excel. · Experience developing end-user support documentation and training material. Ability to create video clips to demonstrate application functionality would be a plus. · Strong team player with demonstrated ability to collaborate effectively with everyone in the team.

Vacancy expired!


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