Description of Role :

- The Customer Support Lead will be responsible for initially and continuously learning the software suite of modules, including how they function and how they apply to our clients' business. The role will include responding to our clients' inquiries, logging and resolving their issues, and providing an exceptional customer experience along the way. In addition, you would be responsible for assisting other Customer Support team members in continuously improving the Customer Support function for the ultimate benefit of our clients.

Duties and Responsibilities :

- Work US-based business hours Monday through Friday. Multiple shifts are available from 800am to 900pm US Eastern Standard Time (e.g., 8am-5pm, 12pm-9pm, etc.).

- Learn, and keep proactively up to date with, the product and all releases.

- Respond to customer inquiries in an engaged, professional, and timely manner through various contact channels both verbally and in writing.

- Communicate professionally with customers and ensure customers' expectations are managed effectively.

- Resolve first level support issues with superb attention to detail.

- Log all customer service issues and resolutions in a timely manner.

- Log all technical issues with the development team and manage these issues to resolution.

- Take part in the creation, active review, and improvement of Customer Support policies and procedures to constantly improve and evolve our service while focusing on the customer experience.

- Take part in the creation, active review, and improvement of Customer Support documentation including items such as FAQs, help articles, training/self-help videos, support documentation, etc.

- Manage team members effectively (for the team lead role only)

Skills and Experience Required :

- Great attitude with proven experience in supporting business-to-business (B2B) software (e.g., working on a software helpdesk).

- Excellent organizational, communication, and time management skills.

- Proven ability to learn software products and efficiently resolve issues related to that software.

- Excellent English written and spoken communication skills.

- Proven active listening skills to clearly understand client issues.

- Proven ability as a creative problem solver to successfully resolve client issues.

- Attention to detail and quality.

- Proven experience working with other departments within a software company (e.g., technical operations, product, development, implementation, etc.).

- Team player with proven ability to contribute positively to an open and collaborative environment.

- Experience with using Zendesk, Jira, or other similar ticket/issue management tools.

- Ability to effectively utilize the MS Office suite of software such as MS Word, MS Excel, and MS Outlook.

- Higher Education degree required (may consider non-degreed candidates with significant software support experience); degree in a business, science, engineering, technical or IT related field is preferred.

- Experience managing 3 or more team members in a team lead or manager capacity (for the team lead role only)

- Minimum of 8 years of total professional experience.

- Minimum of 5 years of experience related to enterprise B2B software support.

- Minimum of 3 years of experience in the Financial Services industry related to investment management.

- Technical support experience is desirable, will be an advantage but not required.

- Experience in a SaaS environment is desirable, will be an advantage but not required.

- Compliance experience, especially related to investment management, will be an advantage but not required.

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