What are the responsibilities and job description for the App Support Lead-Hybrid position at Cleverland Holdings LLC?
Job Summary:
The App Support Lead is responsible for managing the daily operations of the application support team, ensuring timely resolution of user issues, and optimizing the overall support process. The ideal candidate will have strong leadership skills, technical expertise, and a passion for delivering excellent user experiences. The App Support Lead will work closely with cross-functional teams including developers, product managers, and customer service to troubleshoot and resolve issues, improve app functionality, and maintain high service levels.
Key Responsibilities:
- Lead and manage the application support team, providing mentorship and fostering a culture of continuous improvement.
- Act as the primary point of contact for escalated technical issues and critical incidents, ensuring prompt and effective resolution.
- Analyze and resolve application issues reported by users, escalating to development teams when necessary.
- Develop and maintain documentation for issue resolution procedures, troubleshooting guides, and knowledge base articles.
- Monitor app performance and user feedback to proactively identify potential issues and areas for improvement.
- Collaborate with development, QA, and product teams to implement long-term fixes and improvements based on recurring issues.
- Establish and track key performance metrics (KPIs) for the support team, ensuring SLAs are met and exceeded.
- Conduct regular training and development sessions to keep the team updated on the latest app features, tools, and processes.
- Manage the support ticketing system, ensuring issues are properly logged, categorized, and resolved in a timely manner.
- Communicate effectively with stakeholders regarding the status of open issues, fixes, and future enhancements.
- Provide end-user training and support when necessary.
